Social media is becoming more prevalent, and CRM needs to adapt to respond to the new and emerging needs of users. More than 60% of users already interact with brands on social channels, and two thirds of social media users expect a same-day response to their inquiries. This infographic by Fanhub explains the different ways social media is changing CRM. The infographic emphasizes the need for faster resolution times and instantaneous feedback that social media users demand. Another important point to take away from this infographic is the shift away from sales-centric interactions and toward shared content. Users want to be engaged with your brand, and only then will they start to think about making a purchase.
Michael is the Lead Author & Editor of CRMSimplified Blog. Michael established the CRM blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to CRM.