Social Customer Relationship Management | Social CRM

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Customer Relationship Management Knowledge Center

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Please register now to read all responses and to join this discussion yourself. It's easy and 100% free.     Log in 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   Please register now to read all responses and to join this discussion yourself. It's easy and 100% free.     Log in   SCRM Makes Companies Accessible Emmanuel Mwirichia, Manager, Kenya, Member (...)     POST Model for Social Strategy Joe Stasio, Business School Marketer, United States, Member (...)     SCRM Requires Staffing Hamad Al Sadd Al Ali, Student (MBA), United Arab Emirates, Member (...)     Social Media Effects on Customer Relations Management Makini, Business Consultant, Member (...)     Social CRM Requires Good Internal Communication and Operations Environment Derrick Allen, Student (MBA), France, Member (...)     Social CRM from a Competitive Point of View cecil, Student (University), Zimbabwe, Member (...)     Competitive Advantage, not Competitive Information Emmanuel Mwirichia, Manager, Kenya, Member (...)     Social CRM is Even Better for SMEs in Developing Economies Musiyandaka Donna, Student (University), Zimbabwe, Member (...)     More Usages of Social CRM Jemi, Strategy Consultant, Nigeria, Member (...)     Growing Importance of CRM Due to Apps Nisha, Analyst, India, Member (...)

Special Interest Group Leader Interested? Sign up for free. Customer Relationship Management Summary Forum CRM: What Forms a Strong Customer Relationship? Why Customer Relationship Management? What Makes CRM Viable? CRM in University Set Up CRM in a Non-profit Context Business Relations in Corporate America 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 Customer Relationship Management as a Strategic Development Philosophy 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 Relationship Between Employee Retention and Customer Relationship Management Framework for Monitoring Customer Service What is the Impact of CRM on Organizational Performance? Theories of Customer Relationship Management (CRM) Rethinking Call Centers Customer Intimacy > WHY? Social Customer Relationship Management | Social CRM

Customer Relationship Management Knowledge Center

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