Social Media And ERP: A Match Made In Heaven
Imagine, an ongoing sales cycle with a prospect. One day while browsing social media you notice your prospect making connections with a competitor. In the short opportunity, you intervene before the prospective deal falls through. Wouldn’t it be great if such a feature were inbuilt in your enterprise resource planning software (ERP)? Or take another situation: You as a customer visit your favorite clothing store, enter your Instagram handle at the checkout point, with the effect that the store’s order management system starts delivering messages and links about customized discounts, special offers and deals on the basis of in-store purchase history or your Instagram likes.
The Evolution of Enterprise Social Network
With the tremendous ubiquity of social media platforms, it comes as no surprise that even enterprise resource planning (ERP) systems are being evolved to integrate with such channels in order to improve productivity as well as provide better customer experience. In fact, social networking has become the new buzzword for companies to promote brand identity, improve internal communications and connect with partners, consumers, and vendors.
Social media integration will improve employee productivity and engagement
There is a misconception that all social media is a waste of time, particularly carried out by employees. Organizations build firewalls in Internet connections to restrict such activity. However, they couldn’t be more wrong. They are not leveraging and exploiting the tremendous potential of social media platforms for employee engagement and productivity.
“In fact, several new-age enterprises these days are utilizing diverse social media platforms such as Twitter, LinkedIn, Facebook, Reddit, Instagram, Confluence and Slack to convey and strengthen their core messaging to consumers and employees. Technology platforms have moved towards integration of such social networking platforms into core business functions. The development is driven by the belief that internal social network development and social media integration could significantly improve employee productivity as well,” said Shashank Dixit, CEO, Deskera, a global cloud-based ERP provider.
Such an integration will involve utilizing Web 2.0 tools like wikis and instant messaging to help customers, employees, partners and stakeholders work with each other in order to create discussions, threads or channels so that people harboring common interests can work together and share information quickly.
Discovering the immense possibilities of social media Integration
Through integrating social media profile and history of prospects and clients with the ERP software system could be a commanding customer and sales service tool. Companies could utilize such functionalities in order to reach out to prospective customers. Social media in ERP can unify customer experience across touch points and channels through retail and tech communities.
The possibilities are immense. We just need to push open the door.
[Disclaimer: The views expressed in this article are solely those of the authors and do not necessarily represent or reflect the views of Trivone Media Network's or that of CXOToday's.]
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