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How Social can Help Fulfill the Promise of Delightful Customer Experience Which is better: Social CRM or Traditional CRM? Satya Krishnaswamy says that’s a false choice. The reality is they work together. While companies have wrestled with CRM and integrating social effectively into their CRM, it is actually an huge opportunity when you bring all …Continue Reading
Each year, CeBIT showcases digital IT and telecommunications solutions from around the world. This year, the world’s leading high-tech event was held from March 5-9 in Hannover, Germany. We at NextPrinciples used our Social Analytics & Engagement platform to analyze social media engagement at the event in real time. In our analysis, we analyzed the …Continue Reading
As social media changes the way we do business and the speed at which we do it, it stands to reason that it changes our expectations as well. More specifically, it changes customer expectations, when it comes to customer care. Customer care used to be such an arduous task for consumers. And indeed, it was …Continue Reading
As 2012 starts to wind down, we’re all looking toward new technologies and uses for current technologies in 2013. Social media is an ever-evolving entity, no doubt about that. But in order to get a clearer picture of where you’re going, it’s often helpful to stop and take stock of where you’ve been. Across the …Continue Reading
Ever so often, I am asked the question ‘So how do I get started on Social?’ It seems so easy but yet so daunting. Social media is an incredibly vast space. It seems like every day there are new networks or tools becoming available, and all of them with similar – and yet, also different …Continue Reading
Hands down, one of the biggest excuses for not getting one’s business involved in social media is the size of the business. “We’re far too small. No one knows us. We’re not one of the big guys. It makes sense for them, but it doesn’t make sense for us.” That’s the line of thinking that …Continue Reading
It feels, sometimes, as though social media might be the least social activity ever, doesn’t it? It’s easy to get caught up in echo chambers or feel like there’s a process that we have to follow – rules that someone else set, and so everyone else must abide. Within businesses and organizations, this rings especially …Continue Reading
Tracking interactions with social CRM adds a completely new layer (or layers, depending on how you look at it) to your traditional CRM experience. Suddenly you find yourself monitoring conversations that are happening quickly – and constantly, it seems. It can be really difficult to keep up. It’s easy, then, to just start recording all …Continue Reading
We like to think that no kind of PR crisis will never happen to us, but in reality, it can happen to anyone. And the fact of the matter is that as our social media use increases, these crises are actually more likely to be social in nature. As long as you’re using social media, …Continue Reading
Traditional customer relationship management (CRM) solutions have long been helping businesses to manage their relationship with customers and prospects tracking all their interactions that happened over the phone and email – the traditional channels. These solutions make it possible for businesses to monitor leads, make notes following any kind of communication, and to, generally speaking, …Continue Reading
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