Cookies help us display personalized product recommendations and ensure you have great shopping experience.

By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData CollectiveSmartData Collective
  • Analytics
    AnalyticsShow More
    data analytics and truck accident claims
    How Data Analytics Reduces Truck Accidents and Speeds Up Claims
    7 Min Read
    predictive analytics for interior designers
    Interior Designers Boost Profits with Predictive Analytics
    8 Min Read
    image fx (67)
    Improving LinkedIn Ad Strategies with Data Analytics
    9 Min Read
    big data and remote work
    Data Helps Speech-Language Pathologists Deliver Better Results
    6 Min Read
    data driven insights
    How Data-Driven Insights Are Addressing Gaps in Patient Communication and Equity
    8 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-25 SmartData Collective. All Rights Reserved.
Reading: What makes “CRM” social?
Share
Notification
Font ResizerAa
SmartData CollectiveSmartData Collective
Font ResizerAa
Search
  • About
  • Help
  • Privacy
Follow US
© 2008-23 SmartData Collective. All Rights Reserved.
SmartData Collective > Business Intelligence > CRM > What makes “CRM” social?
CRM

What makes “CRM” social?

mfauscette
mfauscette
5 Min Read
SHARE

201003270718.jpg

 

Social CRM is “the” hot topic these days with “experts” popping up everywhere. Last year I joined in the “let’s try and define it” debate but I’ve moved on from that. I’m now convinced that simpler is better and I’ll just agree with my friend and true social CRM expert Paul Greenberg that SCRM is really about having a conversation with your customers when, where and how the customer chooses. I’ve said repeatedly that social business is about changing culture NOT about new technology and that goes for SCRM as well. Now don’t get me wrong, I love new technology, and certainly there are lot’s of new SW products that do or could help facilitate social business and SCRM. The problem though, is that I’m starting to see SCRM talked about like it’s some new module of the CRM system, you know, an add on module that magically makes your company’s customer strategy social. I had a request from a client last week for a market sizing and forecast for SCRM, huh?

CRM is a customer strategy and many companies have chosen to use SW and technology as a part of that strategy. SCRM just extends that customer strategy in a few ways. Let’s look at that idea a little:

What: The social …

201003270718.jpg

 

Social CRM is “the” hot topic these days with “experts” popping up everywhere. Last year I joined in the “let’s try and define it” debate but I’ve moved on from that. I’m now convinced that simpler is better and I’ll just agree with my friend and true social CRM expert Paul Greenberg that SCRM is really about having a conversation with your customers when, where and how the customer chooses. I’ve said repeatedly that social business is about changing culture NOT about new technology and that goes for SCRM as well. Now don’t get me wrong, I love new technology, and certainly there are lot’s of new SW products that do or could help facilitate social business and SCRM. The problem though, is that I’m starting to see SCRM talked about like it’s some new module of the CRM system, you know, an add on module that magically makes your company’s customer strategy social. I had a request from a client last week for a market sizing and forecast for SCRM, huh?

CRM is a customer strategy and many companies have chosen to use SW and technology as a part of that strategy. SCRM just extends that customer strategy in a few ways. Let’s look at that idea a little:

What: The social web created multiple new ways for people to connect, communicate and build relationships.

How: Social tools like blogs, photo and video sharing, etc. that create social media; social platforms and apps that facilitate building social networks; social apps that open up new communication channels like micro-blogging, social platforms that facilitate the creation of communities that can use all of the previously listed methods of social interaction and the ability to carry the conversation anywhere on line that the customer chooses.

Why: Customer behavior has changed because of the social web. The availability of information has increased dramatically and the places customers look for information, support and advice have moved away from the company and it’s own web presence. The social customer is just as likely to ask for help from their trusted network on Twitter or Facebook as at the company support portal. This means you, as a social company have to open up to these new communication channels and connect them to your older CRM systems and processes. Simply put, join the conversation.

None of his replaces the need for a CRM solution and customer strategy, it’s an extension of strategy to change the way you engage with the social customer. Engaging your customers and building an “experience” for those customers will increase loyalty and involvement with your brand. It also open up new ways to increase customer satisfaction by delivering products that the customer wants, marketing in ways that meet customer expectations and preferences, and delivering support when, where and how they choose. By doing this you acknowledge that the customer owns their relationship with you and that you are willing to work to be relevant.

TAGGED:communicationcustomer behaviorsocial crm
Share This Article
Facebook Pinterest LinkedIn
Share

Follow us on Facebook

Latest News

AI Document Verification for Legal Firms: Importance & Top Tools
AI Document Verification for Legal Firms: Importance & Top Tools
Artificial Intelligence Exclusive
AI supply chain
AI Tools Are Strengthening Global Supply Chains
Artificial Intelligence Exclusive
data analytics and truck accident claims
How Data Analytics Reduces Truck Accidents and Speeds Up Claims
Analytics Big Data Exclusive
predictive analytics for interior designers
Interior Designers Boost Profits with Predictive Analytics
Analytics Exclusive Predictive Analytics

Stay Connected

1.2kFollowersLike
33.7kFollowersFollow
222FollowersPin

You Might also Like

How to Gain Knowledge from the Online Community

3 Min Read
customer behavior analysis
AnalyticsPredictive Analytics

Customer Behavior Analysis in the Telecom Arena

6 Min Read

5 Lessons Social CRM can Learn from CRM

8 Min Read

Redefining the enterprise user experience

9 Min Read

SmartData Collective is one of the largest & trusted community covering technical content about Big Data, BI, Cloud, Analytics, Artificial Intelligence, IoT & more.

ai in ecommerce
Artificial Intelligence for eCommerce: A Closer Look
Artificial Intelligence
ai is improving the safety of cars
From Bolts to Bots: How AI Is Fortifying the Automotive Industry
Artificial Intelligence

Quick Link

  • About
  • Contact
  • Privacy
Follow US
© 2008-25 SmartData Collective. All Rights Reserved.
Go to mobile version
Welcome Back!

Sign in to your account

Username or Email Address
Password

Lost your password?