Social Customer Relationship Management

What Does Social Customer Relationship Management 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.

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Techopedia Explains Social Customer Relationship Management

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.

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Margaret Rouse
Technology Expert

Margaret is an award-winning technical writer and teacher known for her ability to explain complex technical subjects to a non-technical business audience. Over the past twenty years, her IT definitions have been published by Que in an encyclopedia of technology terms and cited in articles by the New York Times, Time Magazine, USA Today, ZDNet, PC Magazine, and Discovery Magazine. She joined Techopedia in 2011. Margaret's idea of a fun day is helping IT and business professionals learn to speak each other’s highly specialized languages.