Social media sites such as Facebook, Myspace, and Twitter, are thought to wield considerable influence in bridging the gaps between consumers and companies. This is due to the amplified voice people have when using such sites, where they are able to share their experiences and opinions on services and products they have tried. In recent years, companies have taken a greater interest in these sites and in the ongoing conversations held by their members, and it has become more common to see attempts at integration into social networking sites. A company presence on such a site can aid in developing a greater understanding of client needs and preferences, and help target future consumers.
Your company’s sales department is constantly looking for sales opportunities with existing and new customers. The sales force automation functionality of CRM software allows the sales teams to record each contact with customers, the details of the contact and if follow up is required. This can provide a sales force with greater efficiencies as there is little chance for duplication of effort. The ability for employees outside of the sales team to have access to this data ensures that they have the most recent contact information with customers. This is important when customers contact employees outside of the sales team so that customers are given the best level of customer service.