Customers can be hard to please. This is, of course, true in any
industry, but it can be especially difficult on the Web, where face-to-face
communication between companies and their patrons is virtually non-existent.
Various customer experience and customer relationship management (CRM)
solutions have popped up in recent years, but even these technologies can come
with their fair share of problems. Often, companies that use a variety of these solutions find that they have trouble providing a
consistent customer experience across different channels.
Mzinga, a provider of social intelligence solutions, services and analytics for
businesses, and ISM, a company that helps organizations plan and implement CRM
and Social CRM initiatives, have joined forces to deliver a suite of social customer experience solutions intended to correct this problem. Mzinga will be combining its OmniSocial platform with ISM’s
Social CRM solutions to offer a platform for users looking to implement customer-centric
These joint solutions are designed to give organizations the ability to
deploy cost-effective, user-friendly online communities to listen to market and
client feedback, engage in the mutual sharing and communication of information
and analyze customer satisfaction. Moreover, ISM clients will be able to utilize
the OmniSocial platform to gather customer feedback and fuel customer relationships,
real-time support and loyalty.
is to help clients capture and sustain lifetime customers through proven,
time-tested business strategies,” says ISM President Barton Goldenberg. “We
are focused on providing our clients with customer intelligence, including
experiences gathered from expressing views, preferences and recommendations in
social media environments.”