Social CRM (Customer Relationship Management) is use of social media services, techniques and technology to enable organisations to engage with their customers. As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition is from Paul Greenberg:
Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation.
Applications of Social CRM
Social CRM has applications in marketing, customer service and sales, including:
- Social Engagement with prospects: SocialCRM tools let businesses better engage with their customers - can listen sentiments about the products or services, reviews, comments etc.
- Social Customer Service: Ownership of social media is shifting away from Marketing and Communication as engagement increasingly relates to inbound customer service-based topics. Rather than social being seen purely as a space for companies to deliver outbound marketing messages, it is the inbound customer queries that allow for meaningful points of engagement and the building of brand advocacy.
- Social analytics
- Text analytics
- Customer Experience Management
- Natural language processing
- Voice of the customer
- Sentiment analysis
- Unstructured data
- Text mining
- "PGreenblog: Time to Put a Stake in the Ground on Social CRM". The56group.typepad.com. 2009-07-06. Retrieved 2012-09-19.
- "The Definitive Guide to Social Customer Service".
- "Conversocial, Leader in Social Customer Service". Conversocial. Retrieved 2014-09-22.