What Is Social CRM? | Social Media Examiner
By Jacob Morgan
Published November 3, 2010
You keep hearing about this social customer relationship management (CRM) thing, right? It’s definitely been a hot topic.
Here are some important points to consider when thinking about social CRM.
Social CRM is first a strategy that is often supported by various tools and technologies. The strategy is based around customer engagement and interactions, with transactions being a byproduct.
Social CRM is still about CRM (but evolved), meaning a back-end process and system for managing customer relationships and data in an efficient and process-centric way.
Social CRM will mean different things to different organizations. The key is being able to understand the business challenge you’re looking to solve, and then solving it.
Social CRM is one component of developing a social or collaborative business, both internally and externally.
So now that we’ve laid some groundwork, let’s move on to a bit more context for both CRM and social CRM. To do that, here are some visuals from Chess Media Group.