Customer Relationship Management (CRM) is a delicate and integral part in any business’ success, and when done well, drives a return in the long run due to customer retention and satisfaction. Social networks are the new frontier, and the inevitable one, for providing this customer engagement, so it is crucial to a company’s staying power in those networks to implement a CRM strategy across the company’s online face. Augustin du Payrat, Business Consultant and KC Hong, Director for Genesys ASEAN talks about their initiative on Social CRM.

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