As companies start spending their marketing and IT budgets on Social CRM initiatives, not only large CRM and Analytics software companies such as Oracle, SAP, SAS, but many mid & small sized software vendors are gearing up for what promises to be the next phase of CRM "evolution" - though looking at the speed with which this change is coming about, some may choose to describe it as Social CRM "revolution".
Thanks to this Social CRM (R)Evolution, IT and BPO Service providers too have an incredible opportunity. They should extend their CRM and BPO service offering to include following key areas to capitalize on this emerging opportunity:
Sooner companies realize the untapped potential of Social CRM opportunity and act on it by building their competency, better for them.
For IT & BPO service providers who operate on lower end of price spectrum, this is a unique opportunity for offering value-added services and moving up the price spectrum, improving their revenue and margins.
Affiliated Computer Services, a leading service provider recently launched "Community as a Strategy" - a suite of social CRM services that captures customer insights from social media sites to improve service and responsiveness of organizations. For ACS, this is a step in the right direction. Hope other IT and BPO Service Providers take notice of this development and follow ACS' lead in this direction.
Would you believe that 89% of businesses expect to compete primarily on customer service in the upcoming years? With that in mind, it’s no surprise that CRM software is becoming such an integral part of business operations. But not all solutions are created equally, especially when it comes to the value they deliver to your business. more
There’s some big things happening with CRM software that you should to be aware of. Technological advancements and changes to business processes have led to developments and new features that are making CRM more valuable than ever. Things like mobile capabilities and greater integration with other software are at the front of this progress. more
A good SMB CRM system can be an incredibly valuable asset for your business. As more businesses recognize this value, the amount of SMB CRM vendors is expanding quickly. Navigating the pricing plans, features, and service terms of all these can be a decision-making nightmare. more
One of the best ways to improve your customer service is to integrate your CRM and contact center software. Benefits of doing this include:Improved customer satisfaction through more personalized contacts, Better conversions on lead, and Increased employee productivity. more