Recently on SocialTimes, CEO of Commence Corporation Larry Caretsky shared his tips on how companies can incorporate social media into their customer relationship management (CRM). An infographic by Fanhub, a CRM platform developer, takes a look at the influence of social and why companies should budget appropriately for it.
Thanks to the influence of social, CRM is now conversation-driven, rather than sales-driven. A majority of social networking users are interacting with brands online. Those users expect fast response times and useful news and information (not promotions). Sixty-six percent of social media users expect a same-day response, and 25 percent expect a response within one hour.
The good part about all of this? Social CRM allows for more collaboration and a quicker resolution time compared to traditional models. Check out the infographic below: