What is Social CRM?
Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment.
The personal network and your business network is enhanced when it includes the business relationships and personal contacts your have in your CRM foundation. Social CRM builds on the core beliefs we in business relationship development.
This would include:
- peer-to-peer customer support
- idea management
- market research
- product launch
- brand reputation management
more than just a software application and the true long lasting business benefits comes from a CRM understanding. It is a business solution for all interactions with people that your business becomes involved in.
It is a business solution for all business relationships communications that comes from a customer-centric core processes. It covers every interaction with your business contacts and most importantly with your customers. CRM empowers your entire business.
It improves internal processes, enables closer management of new and existing customer relationships, increases revenues and decreases inefficiencies and best of all provides management with timely and reliable insight to guide decisions.
Social Media is..
"is a set of technologies and channels targeted at forming and enabling a potentially massive community of participants to productively collaborate" - Anthony Bradley, Group Vice President, Gartner Research, Jan. 2010