In this chapter, we discussed some of the key benefits of Social CRM. SCRM has both global applications (utilized by all departments) as well as department-specific applications. When used consistently and properly, SCRM will help you exceed customer expectations and increase your revenues. Here are the key points to take away from this chapter:
By effectively deploying your social building blocks, you will begin to leverage the Social Media Ecosystem, and you will establish your company and your people as leaders in your industry. As people still do buy from people, and this will place you in a unique position to capitalize on these opportunities, and SCRM will allow you to manage these toward their greatest chances for success.
Furthermore, social networking is as much about being found as it is about finding. You will attract others to your business, and the people who you will attract will very likely have already qualified you as someone who they would like to do business with! While social networking and SCRM will augment, not replace, your traditional sales, marketing, and customer service efforts, it will make you better at what you already do!
All of these activities will lead to collaboration and that is both internal (within your company) and external (with your customers and prospective customers). With collaboration comes alignment, and when this occurs, your messaging will be consistent across all channels and by all parties!
In our next chapter, we will begin the process of selecting your new SCRM, and this starts with laying the groundwork with your teams before making the move to Social CRM. This chapter should provide you with a good foundation for your discussions. In fact, you might have other key people read the same chapter so that they too will have a good fundamental understanding of what it is that you hope to achieve!