Social media and CRM: the feedback, community and brand perspective

Do I need to say that social media is a phenomenon that impacts the life of many of us? Social technologies are still developing and social media marketing models are still evolving. This is certainly the case from a multi-channel marketing and CRM perspective

The convergence of social media and CRM, also called social CRM (and it’s not just about the tools), has opened new opportunities for building customer relationships and changing how customer service is practiced.

The CRM and social media convergence is a complex concept that has brought into question how customer service will be handled in the future as well as how CRM will be structured. Bringing social technologies and community-building programs together has the potential to be a profitable and effective marketing strategy.

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CRM: trends and evolutions in 2009

CRMBuyer published an interesting article a while ago in which it sums up some CRM evolutions this year, based on data and input from research companies, including IDC, Forrester and Gartner.

Although the growth of the CRM market might be slower than in 2008, most research companies foresee a steady annual growth for the next years.

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