Connecting with customers and prospects is inherently social. But keeping track of all the activity online and in real life is not easy in a traditional customer relationship management database.
Enter the realm of Social CRM where your contact database comes alive with information, data, photos and status updates from social networks about that contact for which you have an e-mail address.
The short definition of social CRM is integrating social network data into the CRM system.
Here are six tools that are worth a look:
1. Batchbook is one of my favorite social CRM players. I tested them out for a SmallBizTrends review I did last year and loved the user interface and speed. They have a 30-day free trial and plans start at $14.95. They also have a free plan called Baby Blue, which is what I think I still have! One of the sweetest things about Batchbook is they are integrated with lots of other popular web-based apps like Mailchimp, Freshbooks, Formstack, to name a few.
2. Rapportive is completely free and works only with Gmail. I use it in my Gmail inbox and love it. If I hover over a contact’s name or e-mail within the body of a message, it will show me details of that contact, such as their LinkedIn profile, their Twitter stream, Skype handle, Facebook profile or page and the list expands regularly.
3. Rainmaker by CloudCenter (also well-rated in Google Apps Marketplace) is also great. You can try it free, then they have low-cost, close-to-free model and pricing moves up to $39/mo. If you want to turn an e-mail address into a complete contact record, you click “Make It Rain” on a contact, Rainmaker populates your Google Contact with name, titles, organizations, photos and other social information from your Facebook, Twitter and LinkedIn networks.
4. Assistly is a slightly different approach to social CRM through Customer Support. It is well-rated in the Google Apps Marketplace. Assistly pulls all your customer service conversations into one collaborative desktop where service requests through traditional and social channels are collected, prioritized and handled. Customer service takes place in one cleanly-designed desktop. Whether your customers need assistance by e-mail, phone, Twitter or chat, every employee has the means to help.
5. Gist (acquired by Research in Motion) is one of the early players in the social CRM space. It works with Gmail and Microsoft Outlook. It’s acquisition by the makers of the BlackBerry will make for some useful additions for those using that handheld. Plus, it works with Android, iPhone and Salesforce.
6. Nimble is a social CRM app that is still in beta. It states you can register for free, but then it pops open a message that they “will be in touch.” The reason I mention it is because the founder Jon Ferrara was the co-founder of Goldmine Software, a well-known contact manager/CRM solution, so it promises to be a serious contender in the space.
If you are trying to keep up with all the customer interactions you have via e-mail, social networks and real life, then you might want to consider a social CRM application. You’ll find that just by seeing more about what’s going on in a prospect or customer’s life, you can better serve their needs and find new opportunities for your company.
Please share your comments below or if you’re using a different social app, please post it on the Facebook page for TechBizTalk where I review apps and tools and provide how-to tips.
online marketing website optimization improve google rankings search engine search marketing
No comments:
Post a Comment