Social Collaboration Tool Adoption for Your Business

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The Facebook and Twitter generation is demanding more social collaboration for business technology solutions. This just goes to prove that the days are over for archaic CRM solutions, and the days are here for Social CRM. Employees and customers want more social collaboration in the workplace and online. Social CRM makes that possible, but where do you begin? How can you adopt social collaboration at your business? We believe there are two approaches to start with and they factor in the social audiences at hand:

  • The Social Customer- You first need to know your social customer and what they’re looking for in a social business relationship. Social customers consume information in a different way. They expect you to be present and active when they need you. They also expect you to listen and engage with them online if they reach out to you. Social customers are savvier than customers you’ve worked with previously. They know how to find the information they need and ultimately know what they’re looking for. So in a nutshell, you need to be ready for when the social customer comes to you. At this time, if you’ve done things right, that social customer turns into a valuable and loyal asset to your customer base.
  • The Social Employee- Similar to your social customers, social employees expect social media interaction in the workplace as it’s a more effective way to do business. They get to the information they need to do their job right and have access to the right resources at any given time. It’s important to understand this type of employee and appreciate them for the productivity they offer your company. Instead of viewing social media as a time waster or hitch in your company, it’s time to embrace its collaboration and sales generating powers. Don’t push these social employees away, pick their brain and learn from the work habits they bring to your organization.

If you haven’t taken the shift to social CRM, there’s a good chance you will be soon. If you have any questions about making this change at your organization, don’t hesitate to contact us at Sikich.


By Jim Drumm with Sikich, Chicago IL Microsoft Dynamics CRM partner serving IL and MO


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