Topic 8 social CRM

From our social lams, the social CRM is defined as as the process of retaining and managing a customer relationship, Social Media’s role in this relationship is to recruit customers into the process.

While, according to some information i found in the internet, there are some other definitions about it. Here are some explanations:

1 Social CRM is first a strategy that is often supported by various tools and technologies. The strategy is based around customer engagement and interactions, with transactions being a byproduct.

2 Social customer relationship management (CRM) is a phrase used to describe the addition of a social element in traditional CRM processes. Social CRM builds upon CRM by leveraging a social element that enables a business to connect customer conversations and relationships from social networking sites in to the CRM process. Social CRM may also be called CRM 2.0 or abbreviated as SCRM (social customer relationship management).

3  Social CRM 2012 is a one-day conference that will explore the latest tools and techniques for implementing a successful Social CRM strategy.


These two pictures illustrate the difference between traditional and social CRM.
Resource:
http://www.socialmediaexaminer.com/what-is-social-crm/
http://www.inc.com/ss/best-social-crm-programs
http://www.socialmediaexaminer.com/what-is-social-crm/
http://www.socialcrm.net/