Right Time for IT Companies to Offer Social CRM Services

Updated: May 24, 2010

First step is to understand how customers of clients are using various Social Media channels (like Facebook or Twitter). And since this varies by the industry, IT services companies will need to come up with industry specific Social CRM approach and solution. Domain experts in each industry segment (called Verticals) need to evaluate ways their clients can:

  • integrate social media channels into websites
  • integrate the new channels into their Sales, Marketing & Support processes and systems
  • include social media metrics in performance dashboards and SLAs

Next step for IT services companies is to develop delivery capability to address Social CRM requirements of their clients. They should partner with leading vendors in key areas of Social CRM, namely:

  • Social Media Measurement & Monitoring
  • Customer Community Platforms
  • Social Media and Network Analytics

And finally, once the team has good understanding of the requirements (step 1) and tools (step 2), they should execute prototype or pilot projects with reference to each industry segment (or Vertical) that will demonstrate their capability in the area.

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