Social Customer Relationship Management | Social CRM

Customer Relationship Management
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Customer Relationship Management > Best Practices

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Anneke Zwart
Student (University), Netherlands
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

  Emmanuel Mwirichia
Manager, Kenya
 

SCRM Makes Companies Accessible

A lot of forward-thinking companies in Kenya use s (...)

  Joe Stasio
Business School Marketer, United States
 

POST Model for Social Strategy

Social CRM only makes sense as part of an organiza (...)

  Hamad Al Sadd Al Ali
Student (MBA), United Arab Emirates
 

SCRM Requires Staffing

Good Morning, technologies mentioned or unmentione (...)

  Makini
Business Consultant
 

Social Media Effects on Customer Relations Management

@Hamad Al Sadd Al Ali: Social media has taken SCRM (...)

  Derrick Allen
Student (MBA), France
 

Social CRM Requires Good Internal Communication and Operations Environment

Customer Relationship Management starts within the (...)

  cecil
Student (University), Zimbabwe
 

Social CRM from a Competitive Point of View

Social CRM is exciting but in developing countries (...)

  Emmanuel Mwirichia
Manager, Kenya
 

Competitive Advantage, not Competitive Information

@Cecil: I think you are mistaken cecil. I think pe (...)

  Musiyandaka Donna
Student (University), Zimbabwe
 

Social CRM is Even Better for SMEs in Developing Economies

The bulk of recovering economies are relying on th (...)

  Jemi
Strategy Consultant, Nigeria
 

More Usages of Social CRM

The use of SCRM on an appropriate platform also en (...)

  Nisha
Analyst, India
 

Growing Importance of CRM Due to Apps

Now-a-days smart phones, tablets and mobile apps a (...)

 

More on Customer Relationship Management
Summary
Forum
🔥Relationship Between Employee Retention and Customer Relationship Management
Rethinking Call Centers
CRM in University Set Up
CRM in a Non-profit Context
The CRM-paradox by Nguyen
CRM in a Monopoly Situation
CRM in Military Organizations?
Healthcare CRM Models?
6 Markets Model (Payne, 1995)
CRM Practices in FMCG Sector
Managing Customer Complaints
Relationship with Company or with Employees?
Stages of Customer Service Transformation
Start CRM with Fixing Fragmented Customer Service Processes
Advanced Customer-Oriented Strategy: Customer Advocacy
An Extreme CRM Case: Front Office
Increasing Student Retention using Higher Education CRM
Six Relationship Management Interaction Processes (Geersbro and Ritter) for International Relations
Customer Relationship Management Metaphor
More CRM Strengths / Benefits
Tool to assess CRM maturity?
Customer Relationship Management History
CRM in Government
Best Practices
Framework for Monitoring Customer Service
CRM: What Forms a Strong Customer Relationship?
What is the Impact of CRM on Organizational Performance?
Theories of Customer Relationship Management (CRM)
Why Customer Relationship Management? What Makes CRM Viable?
Customer Intimacy > WHY?
Social Customer Relationship Management | Social CRM
Business Relations in Corporate America
Customer Relationship Management as a Strategic Development Philosophy
Special Interest Group

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