Solvis is a full-service management consulting company specializing in Customer Relationship Management. Our team's experience and technical know-how will help your company to develop and deploy effective, efficient, technologically savvy demand generation and customer loyalty solutions.
The other day I was cleaning up my emails in Outlook and moving some newsletters subscriptions to my Gmail account. During this process I was very surprise that many companies (some of them CRM vendors) do not have the basic functionality to change my email or profile in their email or CRM systems. I had to unsubscribe my old email and then subscribe my new email, and in a few occasions I had to delete my customer profile completely and then create a new one. In both scenarios these companies are loosing important data that the customer can update and they lost the opportunity to know more about me.
Now, let's assume you are a financial institution --- you write a simple Facebook app in Salesforce.com to calculate different financial options and capture important data to pre-qualify the customer. All of these can be done within Facebook. Helping you collect the proper data and even measure word-of-mouth metrics based on the number of friends and referrals. And now you can extend this with the Facebook Connect functionality... Get the idea? This is true Social CRM ... this is a new B2C model... via social networking we should be able to better interact with customers in a collaborative way. I think this is the future of CRM... all in the cloud. Of course, there will be data portability issues and data privacy hurdles to overcome... but the consumers will decide where are we going with all of this SOCIAL CRM trend.
After my frustration changing my profile and emails, and reading more about Salesforce.com Sites for Facebook and the release of Facebook Connect, I see this trend becoming a reality. Tim O'Reilly mentions this trend on his recent interview with Robert Scobleizer. Tim mentions the fusion of social networking and CRM apps - where the user should manage his or her data... and many CRM systems depend on others users to manage the data. Let the consumer manage his or her data. See the interview below. Tim's comments about CRM are at the very end of the interview.
I see a race in 2009 for all CRM apps to get into the social networking bandwagon. Most of the major vendors already started the race. I see CRM vendors integrating Facebook Connect, Twitter, Comments from blogs and many other 2.0 technologies into their apps. Multi-Channel interactions and transactions will need to include 2.0 technolgies... it is no longer chat, email, phone and mail....
Salesforce.com Sites for Facebook is a step closer to have a social CRM in the market, where CRM meets social networking. This means that you can create Facebook Apps in Salesforce.com Sites. CRM applications now are within Facebook allowing for data collection and for a better interaction with consumers.
Imagine that you are a Financial Institution that it is using Salesforce.com for CRM and Salesforce.com Ideas to collaborate with your customers. Now you can add Facebook Apps from Salesforce.com Sites for customer acquisition and referral campaigns. The application helps customer calculate the car payment and this customer can share the application within Facebook to all his or her friends. You can see how CRM now is social.
Now, with the new Facebook Connect and the functionality to integrare Salesforce.com Sites with corporate web sites, the Social CRM is becoming a reality. This is for us Social CRM.
We are expanding our CRM offerings to the new CRM 2.0. We are offering CRM 2.0 strategies and implementations for the Latin American market. Download our Spanish brochure about our CRM 2.0 offerings:Download crm_2.0-Solvis v1.1.pdf.
Our CRM 2.0 offerings include:
Relationship Marketing Processes
Customer Understanding Analysis
Best Customers Strategies
Marketing Automation and Multi-Channel Management
Salesforce.com and Google Adwords Configuration
Landing Pages & Microsites
Social Media Strategies
Enterprise Social Networking
Transform your website into Web 2.0 site
We can help your company with the following technologies:
For more information and for a discovery session of your CRM 2.0 needs contact us here.