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Anneke Zwart, Student (University), Netherlands
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Because of the increasing popularity of social media technologies, Customer Relationship Management now gives way to a broader perspective that acknowledges the new capabilities that are a result of social and technological shifts caused by social media applications. CRM systems are now merging with social media to find new ways to build stronger relationship with customers. A new term has arisen as a result: Social CRM.
Social CRM can be defined as the integration of customer relationship management activities with upcoming social media technologies with the aim of drawing customers into collective conversations and of improving the relationships with them.
Social CRM capabilities refers to firms’ competency to create, integrate and react to information attained from customer interactions through social media applications.
Trainor, Andzulis, Rapp and Agnihotri (2014) describe four ways in which companies can actually use social media applications and increase their (...) Read more? Sign up for free
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Emmanuel Mwirichia, Manager, Kenya
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SCRM Makes Companies Accessible
A lot of forward-thinking companies in Kenya use s (...)
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Joe Stasio, Business School Marketer, United States
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POST Model for Social Strategy
Social CRM only makes sense as part of an organiza (...)
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Hamad Al Sadd Al Ali, Student (MBA), United Arab Emirates
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SCRM Requires Staffing
Good Morning, technologies mentioned or unmentione (...)
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Makini, Business Consultant
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Social Media Effects on Customer Relations Management
@: Social media has taken SCRM campaign to the rig (...)
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Derrick Allen, Student (MBA), France
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Social CRM Requires Good Internal Communication and Operations Environment
Customer Relationship Management starts within the (...)
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cecil, Student (University), Zimbabwe
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Social CRM from a Competitive Point of View
Social CRM is exciting but in developing countries (...)
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Emmanuel Mwirichia, Manager, Kenya
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Competitive Advantage, not Competitive Information
@: I think you are mistaken cecil. I think people (...)
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Musiyandaka Donna, Student (University), Zimbabwe
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Social CRM is Even Better for SMEs in Developing Economies
The bulk of recovering economies are relying on th (...)
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Jemi, Strategy Consultant, Nigeria
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More Usages of Social CRM
The use of SCRM on an appropriate platform also en (...)
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Nisha, Analyst, India
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Growing Importance of CRM Due to Apps
Now-a-days smart phones, tablets and mobile apps a (...)
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