CRM 2.0
What is CRM 2.0? The term CRM 2.0 refers to the next generation of customer relationship management. It represents an effort to make customer service even more accessible, integrated and efficient.
Whereas in the past customer service tended to focus on the basics, CRM 2.0 looks to make dealing with customers much easier by exploiting new digital technologies, such as social media, analytics, and mobile resources. With these new canals and enabling technologies, customer service is becoming more proactive as well as easier to access, track and analyze.
CRM 2.0 shares some of the core principles of traditional customer relationship management — providing excellent customer service and driving customer loyalty — but uses new technologies to enhance them.
In practice, CRM 2.0 uses a combination of technologies to improve customer service. For example, customer service representatives may tap into social media tools to communicate with customers and keep track of their interactions. If customers are having a problem with a product, customer service reps can quickly respond and possibly address any underlying issues quickly.
At the same time, analytics tools enable them to track customer behavior and preferences. This helps customer service reps have a better understanding of customer needs and what specific customers are looking for from the company.
Not only that, but CRM 2.0 takes customer service a step further by integrating mobile resources. By tweaking some of their traditional customer service channels, companies can make their services even more accessible, efficient and responsive.
For example, rather than having customers pick up their phones and call customer service, companies can now enable customers to communicate via text message or via a mobile chatbot. These streamlined processes can reduce wait times and ensure that resolution times are faster.
The advantages of CRM 2.0 are twofold. By improving traditional customer service processes, companies can reduce customer wait times and ensure that resolution times are faster. At the same time, they can gain valuable insights into customer behavior and preferences, which they can use to further improve customer service.
Overall, CRM 2.0 represents a tremendous step forward in customer service. By taking advantage of new technologies and data, companies can make customer service more accessible, efficient and responsive. The result is an improved customer experience that drives customer loyalty, increases customer satisfaction and grows the bottom line.
