PALO ALTO, CA -- (Marketwire) -- 04/17/12 -- HP (NYSE: HPQ) today announced enhancements to its customer relationship management (CRM) services that help clients engage in conversations with customers and influencers through social media channels, gaining valuable insights that drive business growth.
Facebook, Twitter and other social networks have changed consumer behavior while adding a layer of complexity to the company-customer relationship. Traditional CRM programs and architectures, designed prior to the emergence of social networks, hinder organizations from leveraging these outlets to develop strategies and create a framework for expansion.
The new HP Social Enterprise Services help organizations quickly implement a social CRM program to improve communications and engagement with customers, while also helping them to better understand those customers. By leveraging advanced analytics from HP Labs, the company's central research arm, as well as Vertica and Autonomy, both HP companies, for structured and unstructured data, the service also improves contact center performance and supports clients' top-line growth.
HP Social Enterprise Services incorporate social media channels into existing contact center channels to provide organizations with a holistic view of their customers. By integrating social media strategy, process, information, analytics, technology and high-performance contact center teams, organizations can rapidly deliver new products and services that are aligned with customer requirements, establishing a solid competitive advantage.
"Leading companies, particularly in business-to-consumer industries, have recognized the importance of tapping into customer-to-customer communications and engaging in these social conversations," said Joe Outlaw, principal contact center analyst, Frost & Sullivan. "Drawing on its strong analytics capabilities and deep CRM experience, HP has created a uniquely powerful social CRM service.