Social Customer Relationship Management | Social CRM

Customer Relationship Management CRM > Best Practices > Social Customer Relationship Management | Social CRM

Social Customer Relationship Management | Social CRM
Anneke Zwart, Student (University), Netherlands, Moderator
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 medi...Sign up

SCRM Makes Companies Accessible
Emmanuel Mwirichia, Manager, Kenya, Member
A lot of forward-thinking companies in Kenya use social media to increase interaction with clients. Clients get to have their issues addressed online ...Sign up

POST Model for Social Strategy
Joe Stasio, Business School Marketer, United States, Member
Social CRM only makes sense as part of an organization's overall social strategy. Li's POST acronym is probably the best guide for developing these ty...Sign up

SCRM Requires Staffing
Hamad Al Sadd Al Ali, Student (MBA), United Arab Emirates, Member
Good Morning, technologies mentioned or unmentioned are a great source of saving time and efforts for customers, but in companies they decrease produc...Sign up

Social Media Effects on Customer Relations Management
Makini, Business Consultant, Member
@Hamad Al Sadd Al Ali: Social media has taken SCRM campaign to the rightful place where it is needed. It has encroac...Sign up

Social CRM Requires Good Internal Communication and Operations Environment
Derrick Allen, Student (MBA), France, Member
Customer Relationship Management starts within the organisation itself. When an organisation aligns with it front line and mid level employees using t...Sign up

Social CRM from a Competitive Point of View
cecil, Student (University), Zimbabwe, Member
Social CRM is exciting but in developing countries where information is still scarce, this can be taken as giving away competitive information....Sign up

Competitive Advantage, not Competitive Information
Emmanuel Mwirichia, Manager, Kenya, Member
@Cecil: I think you are mistaken cecil. I think people come back to the organisations that are truly committed to g...Sign up

Social CRM is Even Better for SMEs in Developing Economies
Musiyandaka Donna, Student (University), Zimbabwe, Member
The bulk of recovering economies are relying on the growth of SMEs. SCRM offers a cheaper form of advertising and client contact for SMEs and is the w...Sign up

More Usages of Social CRM
Jemi, Strategy Consultant, Nigeria, Member
The use of SCRM on an appropriate platform also enables you to direct your potential audience towards your niche (e.g., website).
And having your...Sign up

Growing Importance of CRM Due to Apps
Nisha, Analyst, India, Member
Now-a-days smart phones, tablets and mobile apps are forcing change in the world of CRM even faster than social media.
CRM is in the first place ...Sign up

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