CRM to Social CRM

 From Customer Relationship Management to Social Customer Relationship Management.

It seems a bit simple to change a word in the equation but now a days this is certainly not that obvious nor simple to organizations all over the world.

The power of the internet can be used in favor by many companies but it also represents problems and challenges.

The world wide web is so powerful, immense and it makes it impossible for companies to differentiate between who is a customer and who is not. It is because of this that the company's relationship with the society in general takes a whole new form and it should be addressed and managed differently.

From CRM to Social CRM we have to change our mindset from  multicanal  to a net  and understand that in multicanal we can control the flow of information between a company and its customer. Now we have to understand that customers can network among them and so on and so forth which makes imperative to be aware 24/7 of the image a company might be giving through the social networks and the web in general to the society either if it is bad to correct it ASAP or if its good to take as much advantage as possible from it.

Another challenge for companies today is to go from inernal to a perfect mix of internal and external information,to create the perfect algorithm to combine the internal data a company posses from its customers with the external data that can be analysed and extracted from the social media in order to accomplish a better understanding of its customers. In addition companies must change the focus of the analysis from only transactional to behavioral to go from mainly quantitative analysis to a mix of quantitative and qualitative analysis in order to understand more deeply its customers and to design better strategies , better marketing etc.

It is now that  Business Intelligence with morecreative parameters obtained via Social CRM  makes more sense than ever!

It is with great challenges that come great opportunities ,,, and so the battle begun and it has been going for a couple years now: