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1、PreferredLetterAlternateLetterBrochureTitleBrochureTitleSocialCRM:TheNewFrontierofMarketing,SalesandServiceSocialCRM:TheNewFrontierofMarketing,SalesandServiceTheemergenceandincreasingSuchastrategywillhelpthemworkforallcustomerneedsusageofsocialmediaandtouchcustom
2、ersatmanyandsegments,eventhoughotherWeb2.0toolshasmorepointsandmuchearliertheycansignificantlyalterthedramaticallyalteredtheinthebuyingprocess,oftenroleplayedbymoretraditionalwaysinwhichcompaniesatlowercostthanthatofcontactchannels.interactwiththeircustomers.more
3、traditionalmarketing,Inshort,socialCRMpresentsForinstance,buyingadvice,salesandcustomerservicemanyopportunitiestobuildaproductinformationandchannels.Todoso,companiesdistinctivecapabilitythatcantechnicalhelpisincreasinglyshouldembracethesocialserveasabuildingblock
4、ofbeingdisseminatedfrommediachannelsbeingusedbyhighperformance:amethodconsumerstootherconsumers,theircustomers,identifyandtopotentiallyconnectmoreinsomecaseswithoutengagewiththe“super-users”tightlywithcustomersatlowerinvolvementoroversightbywhosupplyproductexpert
5、isecostandinawaythatprovidestheprovider.Clearly,thisshifttoothercustomers,andarealdifferentiationfrompresentsbothopportunitiesharnessthepowerofadvancedcompetitors.andriskstocompanies.analyticstoprovidebroadinsightsoncustomerneeds,Toderivegreatervaluefromwantsandb
6、ehaviors.Perhapsthesenewcommunicationmostimportantly,companieschannels,companiesshouldmustrememberthatsocialadopta“socialCRM”strategy.mediaandWeb2.0willnotRetweetTheNewFrontierofMarketingSalesandService
7、2Figure1.Associalmediahasgrowninimportance,originalequipment
8、manufacturers’controlofthebuyingandserviceprocesshasdeclined.ControlOEMhasoverbuying/serviceprocessGrowthinsocialmediaNoWebEarlystagesSocialnetworkingofWebandcloudexplodesTheevolutionofmanufacturer’scallcenterforsupport.TheConferenceBoardfound77percentTheintroduc
9、tionoftheInternetgaveofadultInternetusersconsideredblogstheInternetandconsumersmoreoptions.Theycouldagoodwaytogetinformationabouta3accessfurtherinformationonpr
