Social Customer Relationship Management (Social CRM)

Last Updated: September 5, 2018

Definition - What does Social Customer Relationship Management (Social CRM) mean?

Social customer relationship management (social CRM) refers to the use of social media and social media techniques to engage a business’s customer base. Social CRM is seen as a customer-centric approach to providing service and product support, raising brand awareness, marketing products and creating a community. The interaction with the customer via social CRM is believed to help companies more clearly understand customer needs and deliver superior products and services.

Free White Paper: "AI and ML in the Oil and Gas Industry". Take a look at 10 real-world use cases that demonstrate how AI and ML are already being used in the oil and gas industry, and how AI innovation can help renew the industry.

Techopedia explains Social Customer Relationship Management (Social CRM)

Social CRM is still more of a buzzword than a concrete concept. It is seen as the next step in the evolution of social media marketing where, instead of simply focusing on sales, a company can engage the customer and get direct feedback that will improve the business. As customers see their feedback implemented by the company, they will feel more strongly about the product or service, thus becoming brand advocates for the company.