At last most CIOs have recognized that CRM is not just names, addresses and opportunities but a set of business processes involving customer interaction. At first glance, it should be possible to integrate social networks in existing processes, but a second look shows the need for a re-think. While business processes are designed to proceed step by step to an aim, the users of social networks are used to short exchanges which may or may not lead anywhere. Reading Tweets or entries in XING or LinkedIn for example, users comment on almost anything and may or may not come back to look at replies. Certainly the users do not wish to receive any form of advertsing as a result of an entry but are looking for communication. Any ideas?
CRM Auswahl