In This Chapter
Social CRM technology offers the promise of a 360-degree view of a customer, information that reaches every department of the business. It ties every department together with the same goal of providing an outstanding customer experience.
As social media platforms evolve, the technology we use to capture customer data will have to evolve along with them. The transactional data captured by CRM 1.0 is complemented by a deeper view into our customers with the advancements of technology for social CRM.
Many of you reading this book are most likely thinking, “Man, we were just getting used to our original CRM software. Now social media has us running just to keep up.” You're not alone.
Have you ever worked at a company and felt lost when it rolled out a new initiative or software development? It's an unsettling situation, and one that can lead to less than ideal job satisfaction. Employees don't like to feel like they aren't prepared for something or that they don't understand what their role is within the organization.
Educating and training employees on future technologies is vital to company-wide adoption of new and ever-changing software, tolls, and platforms. Employee training for social CRM and any related technology or culture changes will help you retain talent and increase ...