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.

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:

Customer relationship management answers

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