Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.
Businesses engage customers where they are. In this stage, it's in social networking sites. Because users behave differently online, traditional customer relationship management (CRM) strategies no longer work. Put the social in CRM and witness the many ways it promotes interaction and brand awareness.
Social CRM recognizes that instead of managing customers, the role of the business is to facilitate collaborative experiences and dialogue that customers value. It is "an integrated, overarching strategic approach for engaging customers regardless of where they are in the value chain."- IBM Institute for Business Value
TRADITIONAL CRM VS. SOCIAL CRM
Traditional CRM
- Assigned departments
- Company-defined process (Inside out)
- Transaction (All about sales)
- Business hours
- Defined channels
- Technology-focused
- Businesses win through cost savings
Social CRM
- Everyone
- Customer-defined process (Outside in)
- Interaction (All about the customer)
- Customers set the hours
- Customer-driven dynamic channels
- Strategy-focused
- Businesses and customers win through savings and a delightful experience
Are you ready for social CRM? Click HERE to find out.
Sources:
Entrepreneur Magazine: Page 40, December 2012-January 2013 Entrepreneur Philippines
Wikipedia: http://en.wikipedia.org/wiki/Customer_relationship_management
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Wikipedia: http://en.wikipedia.org/wiki/Customer_relationship_management
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