Question

Ericsson as a CRM System. Explain the following.

• What is their Social media integration?

• What Modules do they use?

• Is there any Integration with existing / Legacy applications

• What is unique with their price and Why buy it?

• Who are their Clients?

Answer 1

Social media integration:

Social CRM or social customer relationship management is the integration of social media channels into Customer Relationship Management (CRM) platforms. Increasingly, CRM platforms support social media alongside traditional channels so customers can interact with businesses via their preferred channels. This means better customer service and greater marketing insight gathered from customer social media data.

Social CRM makes it possible for a business to communicate with customers using the channel of their choice—whether by phone, text, chat, email or social media (e.g. Facebook or Twitter). Off the back of these interactions, a social CRM system helps businesses gather richer, actionable insight about customer sentiment on their company, their brand, and specific products or services.

Modules do they use

Telecom CRM 2 Services module and serves as a training material for a Customer Service Representative (CSR) working on services module showing the relevant screens and screen navigation for performing each task.

Integration with existing / Legacy applications

Ericsson Telecom CRM is an integrated billing and customer relationship management product developed to meet the specific needs of the telecom industry

Unique Price

Integrating billing and CRM systems is a common IT objective for many operators. But it is also clear that chief information officers are under pressure to reduce systems integration costs. It meets the need that so many operators have for a highly intuitive, telecoms-specific CRM system that is integrated with billing."

Client: Telecom industries are the client of Ericsson as a CRM System