Social customers are important. They are influential and their conversations are valuable. And, the global rise of social media has presented a huge opportunity for organizations to engage.
Customer relationship management (CRM) is a business strategy for managing a company’s relationship with customers and prospects. It involves using technology to manage and synchronize business processes for sales, marketing, customer service, and technical support. The underlying goal of CRM is to find, attract, and win over new customers; retain current customers; and potentially reduce costs for marketing and client management.
Social CRM is also a business strategy. It’s one component that helps organizations evolve into a fully operational social business. It’s a strategic business initiative that not only considers the social customer, but also requires collaboration, customized internal processes, and technology integration. With a successful social CRM initiative, organizations will know what to say to their customers and prospects, how to say it, where to say it, and when to say it, to provide a more relevant customer interaction.
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