Customer
Relationship Management (CRM) is a tool companies use to manage their
relationships and interactions with their customers. Using a CRM system enables
businesses to collate information from their various customer service streams.
These systems allow merchants to see everything about their customers in one
place. This includes their history with the company in question, the status of
any orders, and even information drawn from their social media accounts. It
takes CRM to the next level: Social CRM (SCRM).
Traditional
CRM is designed to manage the customer relationship through conventional
channels. On the other hand, SCRM gives the consumer more control. In an IBM
Institute for Business Value study by Carolyn Heller Baird and Gautam Parasnis,
titled From Social Media to Social CRM, the authors found that: “Traditional
CRM strategy focuses on management solutions for channels such as corporate Web
sites, call centers, and brick and mortar locations. With Social CRM, these strategies
now take into account the dynamics of the community-based environment that
defines social media – an environment in which control of the relationship has
shifted to the customer, who has the power to influence others in his or her
social network.”
With
this in mind, companies have taken a big leap towards tapping social media for
marketing. Many of these believe social media will transform the way their
business works. Unfortunately, many companies that have embraced the use of
social media in their business are not using the platforms to their full
potential. This is partly because many businesses confuse social media strategy
with social CRM strategy. In actual fact, these two are very different. The key
difference is the integration and approach for engaging customers.
Moxian,
Inc. (OTCQB: MOXC) integrates social media, entertainment and business
intelligence. The social marketing and promotion platform helps merchants
accelerate business growth through social media. Leveraging over 100 years of
combined experience, the company has developed a Multi-Channel Social Commerce
Platform that uses a variety of its own tools to generate data for businesses.
Moxian’s proprietary Social Customer Relationship Management platform works in
a way that helps merchants and consumers interact. The Moxian+ Business App has
built-in SCRM, allowing merchants to push a variety of promotions and marketing
campaigns that, in turn, generate personalized reports.
For
more information, visit the company’s website at www.Moxian.com
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