Social Media efforts for marketing, sales and customer service are now part of your CRM and Call Center strategy. Not because you want to, but because your customers want. Your customers are already having conversations about your company or brand. Your customers are engaging other customers in many Social Media mediums and channels. Are you part of these conversations? Are your current CRM and Call Center strategies prepared to manage customers conversations?
This presentation (in Spanish and presented at the Mundo-Contact event in Mexico) covers key areas regarding Social Media: where are these conversations, tools to listen to these conversations, tools to help you engage customers, some Social Media examples already working, and, ideas and suggestions to prepare your organization for Social Media from the CRM and Call Center perspective.
The convergence of CRM, Call Center and Social Media is possible to SOA, Web Services and SIP standards. The more applications using these standards the easier will be to integrate Web 2.0 applications with existing CRM and Call Center applications.
Related presentations about Social CRM and Web 2.0: