What is social CRM? And why is it important for business?

Here are some important points to consider when thinking about social CRM.

• 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.

• Social CRM is still about CRM (but evolved), meaning a back-end process and system for managing customer relationships and data in an efficient and process-centric way.

• Social CRM will mean different things to different organizations. The key is being able to understand the business challenge you’re looking to solve, and then solving it.

• Social CRM is one component of developing a social or collaborative business, both internally and externally.

Social CRM (Customer Relationship Management) is use of social media services, techniques and technology to enable organizations to engage with their customers. 

Benefits of  Social Customer Relationship Management:

Social CRM platforms can help teams across an enterprise map different campaigns and initiatives, manage campaigns across different social media platforms, and gain better insight into customers’ general online behavior. Sales departments can mine social media data for information directing them to leads, as well as communicate with existing customers through these platforms to bolster customer loyalty.

Customer service teams can use social CRM to respond to customers more quickly — leveraging the Twitter API, for example, can allow customer support providers to reach out to distressed clients moments after they tweet a complaint (which they may do before formally reaching out to customer support). Marketers can benefit from connecting directly with existing and potential customers through various networks, and with the help of social media analytics, they can organize that data so that it is actionable. They can map consumer trends, follow conversations, and get a better read on their audience overall.

·  Identify new opportunities that will aid in developing better cross-sell or upsell abilities.

·  Increase research and development capabilities.

·  Cut down on commissions costs.

·  Promote transparent dialogue and improving/expediting the efficiency of customer interactions.

·  Decreasing customer service costs through self-help communities.

A Customer Relationship Management (CRM) enhance tremendously the communication flow

between an organisation and it's customers and all the beneficial consequences sticking with..........

I agree with the colleagues about

Customer Relationship Management

Agreed will all experts.

Social CRM presents a burgeoning opportunity for market expansion. It allows companies to be where their customers are in ways like never before, and it provides a powerful avenue to first respond and to then gain customer feedback, shape perception, and promote ideas.

Due to relations’ process hierarchy…

Social CRM is a strategy that combines CRM tools and technologies with the workflows and processes of a business. It makes customer conversations and interactions on social media as much a part of a company as more traditional business activities.

Importance of Social CRM:

Social CRM helps organizations of any size scale their conversations and, more importantly, drive product, marketing, and sales strategies with objective data.

i fully agree with the answer you added MR  Ibrahim Hussein Mayale.

SOCIAL CRM IS BOTH A PHILOSOPHY  AND BUSINESS STRATEGY  REGARDING RELATIONSHIP MANAGEMENT THAT FOCUSES ON USING SOCIAL MEDIA TO ENHANCE CUSTOMER ENGAGEMENT .                                                        IT,S IMPERATIVE THAT COMPANIES  CONTINUOUSLY SHOW THAT THEY ARE CLOSE TO THEIR CUSTOMER , LISTENING TO THEIR  VOICE , RESOLVING THEIR ISSUES , IMPLEMENTING THEIR RECOMMENDATIONS  AND WORKING TO IMPROVE OVERALL CUSTOMER EXPERIENCE .

it's a business strategy that enables the forging of richer, deeper and more intimate relationships with customers and prospects. It takes the valuable customer insight and conversations businesses may be gathering on social media and customer communities, and it layers them on top of emails, sales calls and customer service interactions, which are stored centrally in a company’s CRM solution.

it saves costs in many different ways, that's exactly why it's important

agreed with gentlemen