Reading @CRM News: Social CRM’s Point of First Impact

Found at CRM News: Customer Loyalty: Social CRM’s Point of First Impact.

Service is becoming perhaps the most important leg of CRM. It’s not just me saying it — it’s many others, including Paul Greenberg, who literally wrote the book on CRM. With the economy in the state it’s in, that makes sense; keeping the customers you already have has never been more important. However, service has some internal cultural hurdles to clear before it gets the respect it deserves. Luckily, technology and the customer landscape are both shifting in ways that will allow more companies to realize the value of service and give it the priority it has long deserved.

To be continued at http://www.crmbuyer.com/rsstory/69520.html

Related articles by Zemanta

• SugarCRM Announces Keynotes, Sponsors and Agenda for SugarCon 2010 (eon.businesswire.com)
• Success is just a matter of knowing the right “secrets” or Paul Greenberg’s CRM at the Speed of Light reviewed (fredzimny.wordpress.com)
• Customers Ignite a New Era of CRM (briansolis.com)
• Defining Social CRM – Altimeter’s Take (thesocialorganization.com)
• What Defines Social CRM? (socialmediatoday.com)
• 22K and Altimeter Group’s Social CRM Paper – plus a gap (webmetricsguru.com)