26Apr/111
Social CRM: not just for Customer Relations department
Traditional CRM is based around information that companies could collect on their customers and then input into a CRM system that allows them to better target various customers.
Social CRM is a philosophy and business strategy designed to engage the customer in a mutually beneficial relationship. It's supported by social technology, business rules, workflow and processes.
Social CRM's key changes:
- CR Department
In most organisations today, the Customer Relations department will play a bigger role by taking charge of the brand's social presence, while handling customer engagement online. - Advocacy and Experience
Rather than sending passive messages to customers, incorporate them into the system as advocates. Now, there is collaboration amongst both parties to solve business problems.
More where this came from:
- The Evolution of Social CRM [infographic] at getsatisfaction.com
-
http://twitter.com/Adgenius Rob van Alphen