In your experience, when moving from a traditional CRM (with the standard communications methods – email, phone, ...) to a more SocialCRM solution (including realtime chat, etc,..) what are the most important metrics to monitor the ROI ?
asked Jul 19, at 07:40 | Closed
Metrics will vary depending on your company's goals, but here are some things that you can consider:Customer service:Decreased time spent on service/supportHigher customer retentionIncrease in NetPromoter scoreFaster time to resolve service problemsSales and marketing--increases in:sales conversion ratepositive sentiment analysis Click through rate to web site from socila media linksInbound links generated by social mediaNumber of people following, liking, etc.
answered Jul 19, at 09:45
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