Social CRM Advice: Leverage Collective Intelligence
Updated · Aug 30, 2010
Collective intelligence — or the process of gathering feedback and insight from a group of like-minded individuals online — is essential to leveraging the power of social CRM. This Destination CRM report describes how an organization can use collective intelligence to boost loyalty, improve knowledge sharing among marketing, sales, and service teams, and even reduce support costs.
“With the rise of product and service communities, ratings and review sites, and you name it social forums, it’s time to offer personalized interactions with customers no matter their preferred communication channel. Mix in mobile devices and now there are a remarkable number of channels to manage, more interaction data, and increasingly sky-high expectations from customers who are conditioned to want their information and answers in real-time.
“The opportunity lies in an organization’s ability to effectively tap into these channels to boost loyalty, improve knowledge sharing among marketing, sales, and service teams, and even reduce support costs. This in many ways is the vision of Social CRM, which offers to turn traditional support models inside out by grouping customers with similar interests and applying other emerging characteristics of social business.”