2 CRM Trends That Will Improve Your Business in 2012

Posted by Hoyt Mann on December 2, 2011

0 comments | 1593 reads

There are many different trends popping up for customer relationship management now and will trend throughout 2012 until the next big thing comes along. Here are just a few things to look out for and get on top of before you’re so far behind no one will see you as relevant.

Expect to see social media monitored better by businesses and customers alike. Because social media is going to be used more and more for customer service, the way to stay on top of your customers and to see what they’re saying is to monitor your social media and respond to complaints, compliments, etc. They’ll also look to you on social media for information and as an outlet to connect with you.

Everyone is on the go. Keep mobility in the front of your mind. Be able to connect and interact with your customers via video, phone, email, social media, etc. They want to connect with you on every level possible and want to access you anywhere at any time—be aware of that. Make your website smart-phone accessible, have a Twitter, Facebook, LinkedIn, etc. Let them voice their concerns to you, even on a public platform.
Bill Gates said, “Your most unhappy customers are your greatest source of learning”. He’s 100% right—learn from your unhappy customers, don’t hide.

These are just a few CRM ideas that have begun and are trending and I believe will stick through 2012 and beyond.

What are some other CRM trends you see happening for 2012? I’d love to hear your thoughts below.

Republished with author's permission from original post by Hoyt Mann.

Hoyt Mann

As co-founder and president, Hoyt oversees all operational aspects of the business, including sales, marketing, service delivery, and customer support. His extensive resume encompasses over 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI and OpenConnect Systems. Before forming PhaseWare Inc., Hoyt served as director of engineering for RamQuest Software, providing executive support to Founder and CEO Randall Nelson.

About Hoyt Mann |
Connect:

Categories:

Enterprise Technology

1593 reads
Print
Email

0 comments »

Post new comment

Your name: *

E-mail: *

The content of this field is kept private and will not be shown publicly.

Homepage:

Subject:

Comment: *

Input format

Filtered HTML

Allowed HTML tags: <a> <img> <hr> <table> <tr> <td> <th><ul> <ol> <li> </li><blockquote> <colspan> <rowspan><object>
Lines and paragraphs break automatically.
Web page addresses and e-mail addresses turn into links automatically.
Images can be added to this post.

Post

Lines and paragraphs break automatically.
Web page addresses and e-mail addresses turn into links automatically.
Images can be added to this post.

More information about formatting options

Notify me when new comments are posted

All comments

Replies to my comment

CAPTCHA

This question is for testing whether you are a human visitor and to prevent automated spam submissions.

What code is in the image?: *

Enter the characters shown in the image.

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Join us on May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.