Definition: Social CRM | Dr. Harish Kotadia

Social Media and Social CRM being so new, one is often asked the question what is Social CRM and how is it different from “traditional” CRM?

Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others.

Social CRM and Social Media are more about building trust and managing loyalty with customers than about managing relationships or transactions, which are focus areas of “traditional” CRM.

For more, see blog of Dr. Harish Kotadia http://hkotadia.com/archives/1648

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