We know the question is moving from “why do we do social?” to “how do we do social?” But that doesn’t make it any easier to answer. When it comes to social for CRM, many companies are still learning how to show its true business impact.
Recently, Gartner published a report Top Use Cases and Benefits of Social for CRM in 2017, outlining the top use cases and benefits for CRM across marketing, customer service, sales and digital commerce. This report discusses key challenges, recommendations and tactics of 15 organizations that have proven success with social for CRM.
As part of this list, Gartner includes Lithium customer and Australian software provider, MYOB, as a prime example of how to successfully use Lithium Online Communities to increase peer-to-peer support and response times for inquiries. Check out their case study to learn more about how they significantly increased cost savings.
Gartner’s Key Takeaways: Application leaders supporting CRM and customer experience must continue to:
Encourage marketing to align social media activity with customer buying metrics to prove business value at C-level.
Make social customer service part of the broader customer engagement center strategy.
Assist the sales organization with making social prospecting and collaboration part of its day-to-day process.
Promote social commerce as a way to drive conversion, but consider where social network selling can be impactful as well.
You can read the full report, by downloading a complimentary copy here!
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How to keep customers happy is a challenge that businesses – big or small - tackle every day. But here at Lithium, we wanted to understand this concept of ‘customer happiness’ on a deeper level. Last week, we celebrated International Happiness Day on March 20 by sharing the findings of a survey we commissioned with Harris Poll to find out the true value of a “happy customer.” (Check out the full results here!)
As a result of our study, our very own Rob Tarkoff (@RobT) participated in a live interview with KGO Radio’s consumer expert, Michael Finney, to discuss the findings. In the interview, Rob stressed how digital is the easiest way for brands to create and retain happy customers in our digital-first world.
Rob also noted that: if adults stopped using a brand/company because of a bad experience, more than 70% are unlikely to ever start using that brand/company again.
Michael had a ton of questions and even asked Rob: “I’m thinking if I believe this or not… When something is going wrong, I notice no one says anything, but me. So, I’m having a hard time imagining that people don’t go back or use those services again.”
To hear how Rob answered check out the full interview here
Plus, you’ll hear the survey’s most interesting data and Rob delve into the importance of brands creating positive digital customer experiences.
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At Lithium, we’re all about bringing marketing and care together to create awesome digital customer experiences, but it’s great validation when industry experts preach what we practice. Recently, Forrester published a report, “Use Social To Bridge The Gap Between Marketing And Customer Service” that explores how social is the bridge that binds this duo for brands to create seamless digital experiences for their customers.
Here are Forrester’s three keys to success:
Serve Consumers Better With A Marketing And Customer Service Collaboration
Leverage Twitter Customer Satisfaction Data For Real-Time Feedback
Explore Cross-Functional Opportunities With Facebook Messenger Chatbots
This report also features Lithium customer HP as a stellar example of breaking organizational silos with a cross-functional council to better understand the issues faced by social care and marketing, and to uncover opportunities where they can collaborate. (Bonus: check out our interview with HP’s Kriti Kapoor on Adweek to learn more about scaling social care.)
Download Forrester’s full report here!
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It’s no secret that navigating today’s social marketing landscape can be challenging. With social constantly evolving, marketers also need to adapt their digital strategy in tandem to ensure they provide the best possible digital CX (customer experience).
This week, Forrester published a report, “Vendor Landscape: Social Marketing Technology” to advise on how to navigate the complexity of the market. The report explores various social media management solutions, use cases and challenges associated with today’s social technology landscape – and we’re excited that Lithium came out on top!
Here are the key takeaways:
Social suites are on the rise, and social technology providers are adding more and more features to their platforms, but no standard set of features has emerged across competitors, and the tools out there currently aren’t consistently best of breed.
Lithium is categorized as a full suite. Other first-generation vendors are listed as point solutions.
Lithium is listed alongside Salesforce, Adobe and Oracle as a suite provider.
We’ll have the full analyst report available for download in the coming weeks.
In the meantime, check out how our customers are driving success with our social media management solutions here.
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We are excited to announce that Lithium was named a Winner on the 2017 CRM Watchlist! Every year, esteemed CRM analyst Paul Greenberg of ZDNet compiles loads of submissions to recognize which companies are delivering the greatest market impact. Companies are evaluated based on the strength of their strategies, mindshare, products, and markets.
While the submissions were scored similarly to 2016 – with categories assessing a company’s mission, industry recognition, customers and products – the criteria was weighted differently so that this year was much more difficult to win. Despite this, Lithium achieved winner status out of 136 submissions.
Being named a CRM Watchlist Winner once again is impressive validation of the commitment the entire Lithium Team has to ensure we bring the best to our customers. It’s a testament to our innovation and all the hard work that happens in our offices around the globe, and certainly an achievement worthy of celebration.
Congratulations and cheers to us all!
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