Social CRM: The new frontier of marketing, sales and service

Coordina Accenture
Año 2009
Idioma English
Páginas 16
+info http://www.accenture.com

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The emergence and increasing usage of social media and other Web 2.0 tools has dramatically altered how companies interact with their customers. For instance, buying advice, product information and technical help is increasingly being disseminated from consumers to other consumers, in some cases without involvement or oversight by the provider. Clearly, this shift presents both opportunities and risks to companies.

To derive greater value from these new communication channels, companies should adopt a 'social CRM' strategy. Such a strategy will help them touch customers at many more points and much earlier in the buying process, often at lower cost than that of more traditional marketing, sales and customer service channels.