With the shift toward social media, it's important not to overlook some of the more traditional approaches when interacting with customers. For customer relationship management (CRM), the experts at Forrester Research recommend first establishing tools that focus in on traditional CRM engagement.
Here's a glimpse into the basic CRM ecosystem:
Customer targeting: Helps marketers define and develop new products, prioritize markets and communicate offers.
Customer acquisition: Helps salespeople sell by simplifying the applications involved in customer attainment.
Customer retention: Supports customers after the sale, including installation, repairs, billing, diagnosing problems and routing customer inquiries.
Customer understanding: Collects and analyzes feedback and customer interaction with companies.
Customer collaboration: Works collaboratively with customers, enabling them to interact with and support each other.
Clearly defined business objectives, combined with the right CRM strategy, make for a powerful duo that can increase customer loyalty, and opportunities.
For more information, review this article from BtoB online.