Social Customer Relationship Management | Social CRM

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

Social Customer Relationship Management | Social CRM
Anneke Zwart, Student (University), Netherlands, Premium Member
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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Social CRM from a Competitive Point of View
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Growing Importance of CRM Due to Apps
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