When your customer is at the centre of a cloud-based contact management system you're not limited to data you’ve gathered yourself. Connected to other cloud-based data sources such as Data.com, your contact management system can automatically fill in the blanks in your customer information.
Perhaps, more importantly, you can take advantage of the cloud to analyse the social interactions and conversations that your contacts are having on Facebook, Twitter, LinkedIn and other networks. Is there a problem that a customer is having with your product that they are discussing with others? A connected contact management system lets you get a real-time view of all those interactions and proactively find a solution.
But social networking goes far beyond handling support issues and dealing with problems your contacts may encounter. By integrating social networking into your contact management system you can track who your contacts' contacts are, who they are talking to, who the key players are that you should be in contact with, and who can provide you with introductions to them.
Contact management is more powerful when you can share data with your colleagues. But it's more revolutionary still when they can be part of the way you manage your relationship with your contacts.
Cloud-based CRM systems are online and accessible from anywhere. This means that your colleagues can collaborate using internal social networks like Chatter, schedule meetings in a team calendar, and involve other departments including customer service, HR and internal communications . You can achieve all of this using the very latest information, updated live from across your organisation. As a result your customer remains where they should be – at the centre of your business.