What is social CRM?
Definition of social CRM:
Social CRM is predominantly about using social media to bolster and manage customer relationships.
A good example of social CRM is replying to customer complaints on Twitter.
Social CRM can lead to beneficial PR stunts, for instance when positive customer feedback gets retweeted and positive brand metrics grow organically.
- The changing face of CRM
- How is social media transforming CRM
- Infographic: The importance of social CRM