These 10 social customer relationship management (CRM) applications can help your organization monitor, manage and respond to what your customers are saying about you on popular social media sites (and elsewhere).
Overview on 10 Social CRM Tools
Batchbook from BatchBlue
BatchBlue’s Batchbook helps smaller organizations develop more meaningful relationships with their best customers. With Batchbook you can easily create a customer relationship history, track conversations that happen where they take place–in person, via email or on Twitter, Facebook and LinkedIn. The software makes it easy for users to retweet, reply to or save a tweet as a communication; post to Facebook walls and add friends; and pull in RSS feeds from blogs and social sites like Pinterest and YouTube. Batchbook also allows you to record information about customers and create to-do items that are tied to specific people.
Jive Engage Platform
Jive Software’s Jive Engage Platform brings social collaboration technology to the enterprise. Jive’s cloud-based service allows enterprise users to create viral communities that connect employees, customers and partners via social media, creating new opportunities for internal collaboration, customer care, social marketing and sales. Using Jive’s social CRM platform, modules and apps, organizations can interact with customers on Facebook, Twitter and other social networking sites.
Lithium Social Customer Suite
Lithium Technologies’ Social Customer Suite was designed to help companies improve customer engagement. The suite is made up of four components: the Community Platform, LevelUp for Facebook, Social Media Monitoring and the Customer Intelligence Center. The Community Platform uses social conversations to turn customers into extensions of the company’s workforce. LevelUp for Facebook allows organizations to transform Facebook fan pages into communities where customers can answer questions, share ideas and write product reviews. With Social Media Monitoring, businesses can analyze and monitor conversations taking place across various social channels. With the Customer Intelligence Center, Lithium Social Customer Suite, customers can measure social program performance and identify influencers and brand advocates.
Meltwater Buzz Engage Module
The Meltwater Buzz Engage Module is a social CRM application that blends social analytics, CRM and digital marketing to provide a comprehensive social engagement tool for businesses, brands and agencies. With the Engage Module, organizations can discover relevant conversations happening real-time on social media sites, interact with current and prospective customers across their preferred channels and manage their social media presence. And, unlike some other social CRM solutions, Engage focuses on specific individuals within a community rather than on a generic topic.
OmniSocial, from Mzinga, is an enterprise-class, cloud-based, SaaS social business software suite that helps organizations create, design and manage social and knowledge-sharing experiences. OmniSocial helps companies interact with customers via online discussions, blogs, chat, and social media sites. It has advanced content moderation features, so users can keep conversations on topic, and a powerful analytics platform for tracking results against business goals. Currently Mzinga supports more than 15,000 communities and 2.5 billion monthly page requests from 40 million unique visitors in 160 countries worldwide.
Spaces by Moxie Software
Spaces by Moxie is a customer-centric, enterprise social software suite that allows employees, customers and partners to share knowledge and collaborate across social channels. The two key components of Spaces by Moxie are Expert Connect and Spaces Connect. Expert Connect is a cross-departmental collaboration tool for Customer Service and Support, IT, HR and sales and marketing, which ensures accurate and efficient customer communications across channels — e.g., email, community, chat, social media (Facebook, Twitter). Spaces Connect is a comprehensive integration framework with secure APIs and pre-built connectors, which allows business customers to integrate Spaces by Moxie with their existing CRM, ERP, content management, HR and other third-party applications.
Nimble helps organizations build better relationships with their customers by integrating and unifying all points of contact and social communication. Nimble imports, merges and unifies contacts, calendars and communications from Google, IMAP, Skype and social networks like Facebook, Linkedin and Twitter. This enables users to have one place to read and respond to communications. Nimble also automatically searches social media sites, identifying relevant connections and ranking them in relevance. Once key information is identified, users can share that data with those who need it most. In addition, Nimble’s API allows users to create their own social CRM widgets.
Oracle RightNow Social Experience
Oracle RightNow Social Experience is a comprehensive social CRM solution for enterprises. A set of cloud-based applications, Oracle Right Now Social Experience gives organizations the tools they need to interact with customers across social media channels, as well as monitor what is being said about them online.
Salesforce Radian6 allows organizations to listen to what people are saying about their brand, company, competition and industry across the social Web — as well as track and react to comments, questions and complaints as they happen.
SugarCRM is an open-source solution with social CRM built in, so organizations can integrate their social media feeds with their email marketing for online collaboration, document sharing and sales intelligence from the get-go. With Sugar Social CRM, users can read tweets of people they follow in the Activity Streams dashlet. They can read and respond to Facebook friends’ news feeds, get up-to-date information on customers and prospects via the InsideView module. And if organizations want or need to create additional functionality or social CRM applications, they can do so using Sugar Studio, Sugar Cloud Connectors and Module Builder.
—Original reading and CRM Apps Pricing info you can see at pcworld.com
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