It’s a beautiful day in New York City, and we’re here attending the first day of sessions at CRM Evolution 2012. This event brings together customer relationship management (CRM) gurus and focuses on ways to improve how companies interact with customers. The reason we are more enthusiastic than ever to attend this year’s event is its focus on social. If you’re in the business of customer service, you understand the impact social has on consumers and the companies they engage with. It’s not a passing fad, but a “New Era,” which is an important topic we’ve been talking about since earlier this year when we added Facebook integration to LiveOps Social.
This morning, I had the opportunity to sit in on ISM Founder and President Barton Goldenberg’s presentation on “The New Era of CRM” and wanted to share my thoughts coming out of it. Barton explained that in order for CRM to be successful, companies must not only integrate people, process, and technology together to maximize relationships with customers. They must now also integrate social. Meaning, if they don’t up-level from the traditional CRM customer touch points and leverage the social customer touch point, others will.
Barton spent most of the session discussing how companies can gain customer insight by the tremendous listening capability now available through social channels. The challenge, however, exists in turning listening and intelligence into actionable engagement. This is where the power of many comes in. The cloud contact center has the resources, people, and might to engage with customers in a holistic way. Customers want options not only in their purchasing decisions but also in the way they interact with brands. Point solutions like traditional CRM or social CRM alone don’t always allow consumers to interact with a brand on the channel they prefer. We do.
Through the LiveOps Platform, we have blended the perfect mix of traditional CRM and social CRM into the customer service cloud contact center to increase satisfaction, drive loyalty, and create brand advocates for life. By doing so, LiveOps is powering a “New Era of CRM” where customers and brands engage in a two-way, real-time interaction on the consumer’s channel of choice. Say hello to the new the face of customer service.