This article needs additional citations for
verification. (October 2018) |
Social CRM ( customer relationship management) is the use of social media services, techniques and technology to enable organizations to engage with their customers. [1][ better source needed]
Social CRM has applications in marketing, customer service and sales, including:
Traditional customer relationship management focuses on collecting and managing static customer data, such as past purchase information, contact history and customer demographics. [3] This information is often sourced from email and phone interactions, commonly limited to direct interactions between the company and the customer.
Social CRM adds a deeper layer of information onto traditional CRM by adding data derived from social networks like Facebook, Twitter, LinkedIn or any other social network where a user publicly shares information. The key benefit of social CRM is the ability for companies to interact with customers in a multichannel retailing environment (commonly referred to as omnichannel) and talk to customers the way they talk to each other. [4] [5] Social CRM enables companies to track a customer's social influence and source data from conversations occurring outside of formal, direct communication. Social CRM also allows companies to keep a full audit history of all customer interactions, regardless of social channel they choose to use, available to all customer care employees. [6]
Metrics for building awareness: [7]
Metrics for increasing sales: [7]
Metrics for assessing changes environment in an industry: [7]
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This article needs additional citations for
verification. (October 2018) |
Social CRM ( customer relationship management) is the use of social media services, techniques and technology to enable organizations to engage with their customers. [1][ better source needed]
Social CRM has applications in marketing, customer service and sales, including:
Traditional customer relationship management focuses on collecting and managing static customer data, such as past purchase information, contact history and customer demographics. [3] This information is often sourced from email and phone interactions, commonly limited to direct interactions between the company and the customer.
Social CRM adds a deeper layer of information onto traditional CRM by adding data derived from social networks like Facebook, Twitter, LinkedIn or any other social network where a user publicly shares information. The key benefit of social CRM is the ability for companies to interact with customers in a multichannel retailing environment (commonly referred to as omnichannel) and talk to customers the way they talk to each other. [4] [5] Social CRM enables companies to track a customer's social influence and source data from conversations occurring outside of formal, direct communication. Social CRM also allows companies to keep a full audit history of all customer interactions, regardless of social channel they choose to use, available to all customer care employees. [6]
Metrics for building awareness: [7]
Metrics for increasing sales: [7]
Metrics for assessing changes environment in an industry: [7]
{{
cite journal}}
: Cite journal requires |journal=
(
help)