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Strategies for Smooth Social CRM Implementation, Part 1 ...
Customers' buying behaviors and businesses' engagement models are shifting. Traditional is out, next-gen is in. Today it is the customer who influences and forces the evolution of business models. Cloud-based Internet peer networks drive the buying decisions for large segments of customers. Enterprises will inevitably need to adopt mobility and social media platforms to keep up with the next generation...
This story was originally published on Nov. 30, 2010, and is brought to you today as part of our Best of ECT News series. ...
Part 1 of this two-part series looks at the importance of leveraging social media contextually in the banking industry. The example of a credit card is used to illustrate how social media can be used at each stage of the generic buying process to establish a connect with customers, starting with the first stage: Need Recognition and Problem Awareness. The remaining four stages are addressed in this installment...
As the adoption of social media is growing astronomically, it is clearly becoming the next-gen customer engagement channel of choice for industry. The banking industry is likely to be the frontier in adopting next-gen technologies, including social-networking-enabled business processes ...
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