There are many different trends popping up for customer relationship management now and will trend throughout 2012 until the next big thing comes along. Here are just a few things to look out for and get on top of before you’re so far behind no one will see you as relevant.
Expect to see social media monitored better by businesses and customers alike. Because social media is going to be used more and more for customer service, the way to stay on top of your customers and to see what they’re saying is to monitor your social media and respond to complaints, compliments, etc. They’ll also look to you on social media for information and as an outlet to connect with you.
Everyone is on the go. Keep mobility in the front of your mind. Be able to connect and interact with your customers via video, phone, email, social media, etc. They want to connect with you on every level possible and want to access you anywhere at any time—be aware of that. Make your website smart-phone accessible, have a Twitter, Facebook, LinkedIn, etc. Let them voice their concerns to you, even on a public platform.
Bill Gates said, “Your most unhappy customers are your greatest source of learning”. He’s 100% right—learn from your unhappy customers, don’t hide.
These are just a few CRM ideas that have begun and are trending and I believe will stick through 2012 and beyond.
What are some other CRM trends you see happening for 2012? I’d love to hear your thoughts below.