The lifecycle of a client relationship involves marketing, selling and support at some point or another. If your CRM (such as Salesforce.com) is managing the marketing and sales efforts then your CRM should also manage the support.
Recently I came across Ashley Furness’s article A Dreamforce Ticket to Better Social Customer Service. At Dreamforce this week Salesforce.com will be showcasing how companies can utilize Salesforce.com to manage social conversations. Clients are reaching out to your company via social media and they want a response. If companies are not involved in social conversations with their clients they are missing opportunities to form good relationships.
Social Media is certainty changing the way we do business. Whether you have a social media strategy already in-place or are just starting out, clients are looking to communicate with you through this medium. Do you have an example of how social media has positively or negatively affected your business?
If you are unable to go to Dreamforce this year then you may want to check out the various “Service Cloud” sessions and come back later to view the recording of them.