• 19, Jan

What Is Social CRM?

You keep hearing about this social customer relationship management (CRM) thing, right? It’s definitely been a hot topic.

Here are some important points to consider when thinking about social CRM.

  • Social CRM is first a strategy that is often supported by various tools and technologies. The strategy is based around customer engagement and interactions, with transactions being a byproduct.

 

  • Social CRM is still about CRM (but evolved), meaning a back-end process and system for managing customer relationships and data in an efficient and process-centric way.
  • Social CRM will mean different things to different organizations. The key is being able to understand the business challenge you’re looking to solve, and then solving it.
  • Social CRM is one component of developing a social or collaborative business, both internally and externally.

So now that we’ve laid some groundwork, let’s move on to a bit more context for both CRM and social CRM.