WALTHAM, Mass. & BETHESDA, Md.--(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.”
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.
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.