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How CRM systems are leveraging social software to enhance customer engagement
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Social crm
1.
2.
3.
4.
5.
6.
7.
Social apps built
on sales force CRM platform
8.
CRM integrated listening
tools
9.
CRM integrated support
forums
10.
Buzz Visualization
11.
12.
13.
Customer service software
14.
Contact profiling
15.
16.
17.
18.
19.
SCRM tool: Contact
profiling
20.
Usage: Shows social
profiles of user’s Gmail contacts along with latest conversations
21.
22.
SCRM Tool: Buzz
visualization
23.
Usage: Helps understand
relevant market buzz through a friendly user interface
24.
25.
SCRM tool: Recommendation
engine
26.
Usage: Recommends customized
deals depending upon user’s interest in other deals
27.
28.
SCRM tool: Integrated
social hub
29.
Usage: Shows user
activity at all social hubs at one location
30.
31.
SCRM tool: Social
app built on Salesforce CRM platform
32.
Usage: Maps users
social graph to generate referrals
33.
34.
SCRM tool: CRM
integrated listening tool
35.
36.
37.
SCRM tool: Support
Forum
38.
Usage: Default Facebook
tab used for support and discussions
39.
40.
SCRM tool: Curation
enabled discussion forum
41.
Usage: Allows users
to create and vote the best ideas for HootSuite
42.
43.
SCRM tool: Customer
service software
44.
Usage: Allows users
to ask questions, find answers and chat with CRM agents
45.
46.
SCRM tool: CRM
integrated support forum
47.
Usage: Allows users
to share ideas, report problems, give kudos or ask questions
48.
49.
50.
51.
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