Social CRM
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Given the power of social media marketing, many larger companies are creating Social CRM programmes to achieve the transformation needed to make social media interactions effective.
Customer relationship management answers
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Social CRM quick guide
Social CRM success factors
The scope of Social CRM is too broad too give succinct success factors. Since it’s a relatively new approach and involves transformation, to exploit it successfully requires a management priority, i.e.
- Management buy-in and sponsorship
- Clear vision of how it will transform organisation
- Clear ownership across different parts of the business
Social CRM definition
Social CRM is quite a new concept, so it needs a definition.
We define social CRM as the process of managing customer-to-customer conversations to engage existing customers and prospects with a brand and so enhance CRM. The diagram in our recommended links from Jermiah Owyang explains the scope well we think:
