Challenges of Social CRM

Social CRM has become a major trend in the world of customer relations. True, there are lots of advantages of engaging customers through social media and then feeding the interactions or the results of them into CRM data that can be useful.

The reality, however, is that using social media does result if engaging customers in a leveling, interactive environment, which can raise expectations. If the company's internal processes and support are not well placed and effective, these higher expectations can lead to a big fall, perhaps even loss of a customer.

It's a fact, too, that properly using social media takes time, which means a requirement for resources. If those resources are not fully committed to the Social CRM, then it runs the risk of failing.

For more info on how to fail at Social CRM, check out this article.