Social CRM: A Reality Check
CRM systems, when introduced, were intended to facilitate different operational activities related to identifying, acquiring and retaining customers. Some typical CRM tasks include tracking calls from customers, organizing mails and reporting sales figures to the management.
Today, the Internet explosion has transformed the meaning of customer relations. The advent of social media has empowered the customers to voice their opinions and get heard by millions. This has revolutionized the scope and functions of Customer Relations Management solutions, calling for more robust mechanisms of engaging the customers. Social CRM is not really a technology, but an organizational strategy of pursuing customers and engaging them through different social media platforms to build trust and foster brand loyalty.
Tuesday, 26 April 2011
Social CRM: A Reality Check – Part 1
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