What is Social Customer Relationship Management (Social CRM)?
Social Customer Relationship Management (social CRM) refers to the use of social media and social media techniques to reach a company's customer base. Social CRM is seen as a customer-centric approach to providing service and product support, increasing brand awareness, marketing products, and creating a community.
It is believed that interacting with the customer through social CRM will help companies better understand customer needs and deliver superior products and services.
Social CRM is still more of a buzzword than a specific concept. It is seen as the next step in the evolution of social media marketing where, instead of simply focusing on sales, a company can retain customers and receive direct feedback that will improve the business.
When customers see their feedback implemented by the company, they will become more interested in the product or service and thus become brand advocates for the company.