What is Social CRM?
Paul Greenberg, author of CRM at the Speed of Light defines Social CRM as a method :
“….designed to engage the customer in a collaborative conversation in order to provide a mutually beneficial value in a trusted and transparent business environment. It’s the company response to the customer’s owning of the relationship.”
With a multitude of social channels available to them, customers are increasingly expressing their opinions, ideas and suggestions related to products and services. Social CRM allows organizations to engage and respond to these conversations and essentially reach customers “where they live”. Traditional CRM meant managing the customer relationship in a uni-directional fashion, Social CRM suggests that the relationship between customers and organizations has evolved into a one that is more transactional in nature.
5 Social CRM blogs you should follow
Here are five blogs that provide great insight about Social CRM :
Brent’s Social CRM Blog, Brent Leary
Social CRM: The Conversation, Paul Greenberg
Thoughts on Social CRM, E2.0 and Cloud Computing , Harish Kotadia, PH.D.
Enterprise 2.0 Blog
Web Strategy, by Jeremiah Owyang
Please share any other social CRM blogs that might be of interest to our readers.