Should Social Listening Be Part of My CRM Solution?
The promises of adding social media are appealing to many companies that desire an automated approach to monitoring their customers’ posts, blogs, and tweets about the businesses. Adding social listening to any customer relationship management (CRM) solution seems to be a natural progression of the direction CRM software was heading, but many decried the solution as intrusive and a potential violation of their customers’ privacy rights. Nevertheless, the technology has advanced and matured to the point where many companies are once again considering it to help them not only gain…
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