Mzinga Partners with ISM for Customer Experience Solutions

Social intelligence and analytics platform Mzinga announced today a partnership with strategic advisory firm ISM to bolster enterprise-wide social customer experience capabilities.

By combining Mzinga's OmniSocial platform and ISM's Social CRM initiatives, enterprises are well-positioned to deploy customer-centric communities, gaining insight into customer views, preferences, and recommendations, according to Barton Goldenberg, president of ISM.

"It's now easy enough to create a social community, and there is the capability [to harvest] information from social insights and bring it down to the CRM system" to meld with back-office, transactional data, Goldenberg says.

ISM clients now have access to OmniSocial through the strategic alliance, as well as cloud-based tools with multiple access points to enterprise-level social communities.

"The combined partnership of Mzinga and ISM offers a total solution for community from documenting a plan, implementation, and ongoing community management for the entire customer life cycle," said Mike Merriman, director of strategic services for Mzinga, in a statement.

The Mzinga OmniSocial and ISM partnership will fuel knowledge-sharing, communication and customer satisfaction through social engagement; the communities component backs Goldenberg's thought that "[CRM] is on the cusp of utilizing good, social insight to drive sales, marketing, and customer service."

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