Tuesday, 14 July 2009

Social CRM ?

Social Media, it's everywhere!!. At its simplest level I guess its a way of creating and hopefully continuing conversations with customers, but obviously also embracing the conversations that are already happening out there.

One of the most important conversations we have with our customers is through Customer Service - a key touchpoint of any CRM Strategy.

So does Social Media translate into Social CRM? Is there a need to split out the strands of CRM... Social CRM, Store CRM, Telephone CRM?

This debate on Social CRM is interesting but only the start of the debate.

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