Mzinga and ISM Jointly Deliver Social Customer Experience Solutions
March 15 2012 - 9:31AM
Business Wire
Mzinga® (www.mzinga.com), a pioneer in social intelligence
solutions, services, and analytics for business, and ISM
(www.ismguide.com), the premier strategic advisor to organizations
planning and implementing CRM and Social CRM initiatives, today
announced a new initiative to jointly deliver Social Customer
Experience solutions. The shared technology and services will bring
together Mzinga’s market-leading OmniSocial® platform and ISM’s
Social CRM solutions for customer-centric business strategies.
Recent studies have shown that as customer experience and CRM
solutions rise in popularity, organizations are struggling with how
to provide a consistent experience across all channels. Gartner has
stated that “CRM is entering a new era where the focus is much more
on the relationship and less on its management. Driven by social
media, a more open, honest and balanced approach is emerging, where
organizations listen to and work with their customers to provide
mutually beneficial and rewarding relationships.”
“Our mission is to help clients capture and sustain lifetime
customers through proven, time-tested business strategies. We are
focused on providing our clients with customer intelligence,
including experiences gathered from expressing views, preferences
and recommendations in social media environments,” said Barton
Goldenberg, president, ISM. “We are excited to work with Mzinga to
deliver a comprehensive solution that couples our Social CRM
services with their innovative social community and analytics
capabilities.”
The social customer experience solutions delivered by Mzinga and
ISM will provide organizations with the ability to deploy cost
effective, easy-to-use online communities for listening to market
and client feedback, engaging in mutual knowledge sharing and
communication, and customer satisfaction. ISM clients will be able
to use OmniSocial combined with ISM’s expertise in community
management to offer a total solution for gathering customer
feedback to fuel rewarding customer relationships, real-time
support and loyalty.
“Our relationship with ISM will enable us to offer
customer-centric communities with proven methods for engaging and
providing value to people who interact with their peers and
brands,” said Mike Merriman, director of strategic services,
Mzinga. “The combined partnership of Mzinga and ISM offers a total
solution for community from documenting a plan, implementation and
ongoing community management the entire customer lifecycle.”
About ISM
Founded in 1985, ISM has established itself as the premier
strategic advisor to organizations planning and implementing CRM,
Social CRM and Social Media Communities. Companies, non-profits and
government agencies receive hands-on guidance from the most
experienced and professional customer-driven team in the world. ISM
annually publishes The Guide to Mobile and Social CRM (now in its
18th edition) and Top 15 CRM and Real Time CRM software reviews.
Barton Goldenberg, founder and president of ISM, is the author of
CRM in Real Time (Information Today) and CRM Automation (Prentice
Hall) and is a columnist for a number of publications including CRM
Magazine. Our list of clients includes the American Automobile
Association (AAA), Amtrak, ExxonMobil, Giorgio Armani, IBM, Johnson
Controls, Kraft, Marriott, McGraw Hill, Nike, PepsiCo, Roche,
Samsung, Sara Lee, T. Rowe Price, United Way, Xerox, and the US
Department of Defense. To learn more, go to www.ismguide.com or
call (301) 656-8448.
About Mzinga
Mzinga is a pioneering provider of social software and analytics
solutions that improve business performance. Through a combination
of enterprise-class technology, strategy and online moderation
services, Mzinga social solutions enable businesses to increase
revenue and lower costs by improving brand visibility, workplace
satisfaction, and customer loyalty. Headquartered in Waltham,
Massachusetts, Mzinga supports more than 15,000 communities and 2.5
billion monthly page requests from 40 million unique visitors in
160 countries worldwide.
To learn more about Mzinga, visit www.mzinga.com.