What is Social CRM?

The term CRM or Customer Relationship Management has been around a long time. It really means a process, usually software, that allows an organization to manage in an automated way the entire process of taking someone from suspect to prospect to customer.  And if done correctly then to manage the process of keeping your customers.  All of this information is available throughout your entire organization.

Over the past few years Social Networks have exploded.  Facebook, Twitter, LinkedIn, Google+ and many new ones that seem to emerge every day.  Businesses are now trying to figure out how to use Social Networking.

Along comes Social CRM.  This is a process for bringing all of your social activity into one place.  A sales or marketing person can post to all networks at one time.  They can view what chatter is going on in the networks about topics that are related to their business.  Is someone talking about your product, service or company?

In addition, Social CRM tools incorporate some of the traditional CRM functionality.  Calendaring, tracking potential sales, and storing data that is pertinent to your contacts and business.

So if you are currently using traditional CRM you really need to start looking into Social CRM.  This is something that can not be ignored by business.

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