Social CRM- Turn connections and followers into customers

  • Social CRM (Customer Relationship Management) is use of social media services, techniques and technology to enable organizations to engage with their customers.
  • Social brings a new element into CRM because now instead of just dealing with data and information we are dealing with conversations and relationships.
  • These conversations and relationships take place not just from company to consumer but also from consumer to consumer.
  • Social CRM adds a deeper layer of information onto traditional CRM by adding data derived from social networks like Facebook, Twitter, or LinkedIn
  • The benefit of Social CRM is the ability for companies to interact with customers in a retailing environment & talk to customers the way they talk to each other
  • Social CRM enables companies to track a customer's social influence and source data from conversations occurring outside of formal, direct communication.
  • Social CRM allows companies to keep a full audit history of all customer interactions, regardless of social channel used, available to all care employees.

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