Customer relationship management (CRM)

This article is about the benefits afforded by Social CRM systems, over traditional methods of communications and networking. It begins with an introduction to CRM itself, and then goes onto analyze the transformation to Social CRM. The many advantages of using Social CRM systems are then discussed, and a mention is also made of the projected used of these in the years ahead!

CRM is basically a contact list with information about the people you know how you know them, and how you have interacted with them. This list of contacts is categorized as friends, relatives, leads, prospects, or anything that helps you explain who that person is. In short, one can say that CRM is a relationship management tool, -a data of people you know’. CRM has been in use for over 20 years by both small and large companies to keep track of their customers. -CRM systems are designed to create a process around the interaction that your company has with its customers in hopes of more efficiently closing a sale or resolving some sort of an issue. Examples of popular CRM systems include Sales force, Zoho, Sugar CRM, and many others.’ (http://www.jmorganmarketing.com/what-is-social-crm-an-introduction/)

The difference between CRM and Social CRM is just the word -social’. With Social CRM, one deals with conversations and relationships with the social customer. These conversations are held both ways (from company to customer and vice versa). -CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.- (Paul Greenberg, a leader in Social CRM)

The Author Katty dodge is a freelance writer in local newspaper and magzines covering topics like web promotion and social media

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