Social Crm Exercise

                                                          Social CRM Exercise

                                                          Marygrace Wyckhuyse

                                                                MAR 2720

                                                          Professor Jacobsen

                                                                02/13/2017

                                                 Social CRM exercise

When it comes to interacting with customers CRM will help with setting principles, practices or guidelines for business to follow. Businesses view their entire customer relationships with the direct interaction with the customers which include sales and service processes. Businesses can do this by forecasting and analysis their customers behaviors and treads. The customer’s overall experiences are enhanced by the CRM. Since the internet and technology, the customers are concerned with the overall privacy and the safety of the information. Businesses will need to ensure that their customers information has a high level of protection against all breaches of security. The reason for CRM is to build a positive experience with all the customer this way customers will keep doing business with businesses. Therefore, the business will create a growing base of returning customers. According to Hollar, “Today, with the rise of social CRMs, marketing automation solutions, Big Data, and mobile CRM apps, the industry continues to evolve and cater to new business needs of the 21st century” (Hollar, 2015).

According to Roberts, “Social CRM adds the role of satisfying customer experience and the impact of customer advocacy” (Roberts, 2013).  I think that when the customer is satisfied the chances of them be a returning customer is more likely than one that is not. I also think that there is a down fall and that is the cost of a CRM program. The installation of a CRM for a larger business could be very expensive and this is due to the hardware, software and training all the business personnel. In order to carry out the program of CRM you will have to have time and money because it can be expensive and take a lot of time.