By Ramon Ray –
I know you get social media (or at least you’re trying). You try to post on a regular basis to Twitter. You try your best to create a great Facebook page. On the other hand, you know that you’ve got to be very focused on your customers. What you might not know is why it’s important to blend your customer service tools with social media intelligence.
Maybe you sell carpet. Before your sales teams calls upon your dental client, Dr. Marvin Drillman, wouldn’t it be great to know that he just Tweeted something about his wife’s upcoming birth day and you could suggest he re-carpet their den for her birthday. This is “social crm”.
As your business grows it’s critical that you not only invest the time and resources to build a database of your customers and know about their past sales trends and purchase preference, but that you and your team also know what your customers are saying in social media. (more…)