In your own words, define the terms Traditional CRM and Social CRM. Describe two
ID: 3874611 • Letter: I
Question
In your own words, define the terms Traditional CRM and Social CRM.
Describe two main differences between Traditional CRM and Social CRM.
Specifically reference the types of customer information each captures
How is the information captured?
Name and briefly describe at least two CRM software products.
Identify two advantages of one software product over the other.
Describe at least two ways you can use Social CRM to grow your customer base.
In conclusion, assume you are the Social CRM manager. In your opinion, which one of these two ways would be more effective?
Explanation / Answer
In your own words, define the terms Traditional CRM and Social CRM.
Answer:
Traditional CRM:
Customer relationship management (CRM) refers to a strategy widely used by companies and organizations (including related integrated information systems and technology, often in the form of software) to record and manage their overall data and interactions with current, past and potential customers.
CRM works to ensure that all customer-interfacing organizational functions (i.e., sales, marketing, technical support) are efficient and synchronized, ensuring that former and potential customers are adequately and appropriately served.
Traditional CRM software focuses primarily on tracking “traditional” methods of communication (as the name would suggest) with your customers and prospects, such as phone calls, emails, and conversation notes from conferences or live meetings.
Social CRM:
Answer:
Social customer relationship management (social CRM) refers to the use of social media and social media techniques to engage a business’s customer base. Social CRM is seen as a customer-centric approach to providing service and product support, raising brand awareness, marketing products and creating a community. The interaction with the customer via social CRM is believed to help companies more clearly understand customer needs and deliver superior products and services.
Describe two main differences between Traditional CRM and Social CRM.
Answer:
->Traditional CRM is data driven that is there is no central location to save the data, report and track on vital information regarding customer.
->In social CRM, it is of content driven that is the content can attain the audience in the appearance of podcast, YouTube, video, webinar and blog. Moreover, the traditional CRM is of process centric, the standardization of the process was the fundamental and excellent workflow was determined. In this process, the company defines the process.
->While in social CRM it is of conversation centric, it may be of blog of comment regarding your business on facebook or twitter. Here the customer chooses what processes the company is going to use. Operation excellent is the main goal of Tradional CRM and in social CRM it is of people or community focused. Fixed business hours are carried out in Tradional and in social there are no fixed business hours. Commonly in CRM erp software plays a vital role so get the software to enhance your business profit.
->
CRM software typically includes a contact profile of each customer and/or prospect in your database. The profile, in addition to their contact info, will often include your outreach history with that particular customer, be it through email or phone calls a sales person has made or marketing campaigns they have interacted with. Also included is the customer’s responses to those outreaches, and often, the customer’s interaction with your website.
->Social CRM monitors both inbound and outbound marketing and sales communications between customers and your business. Beyond the tracking of traditional customer-business interactions, Social CRM also tracks interactions via outlets such as Twitter, Facebook, YouTube, and online forums or reviews platforms like Yelp.
Name and briefly describe at least two CRM software products.
Answer:
1)ManageEngine SupportCenter Plus:
A CRM with specific focus on customer interaction(Service) management. It helps you track and resolve customer issues quickly, thereby delivering superior customer support and taking customer satisfaction to the next level. Unlike other CRM tools in the market focusing on sales-force automation, SupportCenter Plus offers an integrated customer interaction management(Customer SupportDesk),customer experience management, account & contact management, SLA management, customer self-service, and more.
2)ProsperWorks
ProsperWorks is the first Customer Relationship Management Software that isn't complicated or confusing. By integrating with tools you're already using and eliminating repetitive tasks with automation, ProsperWorks drives productivity and helps you sell more, faster.