Tag Archives: social CRM solutions

Social Customers’ Great Expectations: 83% Want a Response Within a Day

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    Ready or not, customers are moving to social media, either because they’ve had trouble contacting you on other channels, because they like the convenience, or because they want their voices to be heard. Is your organization listening?

    According to a new study from NM Incite, a joint venture between Nielsen and McKinsey & Company, nearly half (47%) of U.S. social media users today now actively seek customer service through social media, and for the organizations that deliver, there are increasing rewards. Customers who receive a quick and effective response are three times (71%) more likely to recommend the brand, compared to just 19% who will still recommend the brand if they don’t receive a response. Read More

    Gartner Lists “Hot” CRM Applications for Customer Service

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      Gartner recently released its What’s “Hot” in CRM Application 2012 Report, showing that the CRM interest and investment is heating up, especially social CRM.   Read More

      5 Ways to Keep the Customers You Already Have

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        According to Marketing Insights from A to Z author, Dr. Philip Kotler, most businesses spend approximately 70% of their marketing budget on attracting new clients rather than investing in improved relationships with the ones they already have. But consider the value of keeping current customers happy:

        • Repeat customers spend 33% more than new ones.
        • It costs six times more to sell something to a new prospect than to a current customer.
        • Depending on the industry, just a 5% reduction in the customer defection rate can increase profits by 25 to 85%.

        According to global consulting firm, Protiviti, the top business challenge for non-financial service companies in 2012 will be improving customer loyalty. Businesses have learned that no matter how great they think they are, their customers will be the ones to say whether or not that’s true. Read More

        Parature Partners with OneLogin for Cloud-based Single Sign-on

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          At Parature, we’re always looking out for our customers. We like them. We really, really like them. So when it comes to adding features and services that we think would make their Parature Customer Service Software experience even better, we chose only the best. With that said, we are pleased to make the following announcement.…

          Parature, the leading provider of cloud-based customer engagement solutions used to support more than 35 million end users worldwide, has partnered with OneLogin, the leading provider of identity management and single sign-on services for cloud companies, to provide a valuable Parature integration that strengthens user authentication, better controls user access, alleviates password fatigue and enables seamless user provisioning.

          OneLogin’s cloud-based Identity and Access Management Solution gives Parature users one-click access to Parature’s Customer Service Software, while providing IT or administrators with the tools necessary to centralize access control, enforce strong user authentication and integrate Parature with corporate directories. Read More