Social CRM

Customer Relationship Management (CRM) was covered in Topic 8. Social CRM (Customer Relationship Management) is use of social media services, techniques and technology to enable organisations to engage with their customers.

Here I put some different diagrams about CRM below:

Which one will make you more sense? Here are just a few key benefits of implementing a social CRM strategy:

-Locating where your customers prefer to communicate
-Educating consumers wherever and however they like to hear new information
-Engaging social customers, who can carry and share your messaging to their extended networks
-Receiving constructive feedback about your brand so you can make strategic adjustments
-Identifying new opportunities and generating leads
-Reducing customer support costs with targeted monitoring software

This video was getting an idea from customers.

Sources:

Trainor, K. J., Andzuild, J. M., Rapp, A. Agnihotri, R. (2013). Customer Relationship Management; CRM; 

Journal of Business research.