What is Social CRM?
Before we look into the basics of Social CRM, let us first look at what the traditional CRM had to offer.
A traditional CRM essentially comprised of the following features: sales, forecast, marketing, campaign handling, and customer data support. These functions were important to move the customer from one stage to the other stage and eventually develop the potential client in a buyer. All the data related to the customer was entered in the CRM and it would allow the company to target better and reach out to its customers better.
But what is noticed here that, the customer was never a part of the whole function and every message or communication of the company was directed towards him without his involvement.
This is where Social CRM comes into play. In Social CRM, the consumer is the focal point of the whole organization. Instead of pushing brand ideas and communication to the consumer, brands are now involving the consumer to shape their own strategies and experiences and build consumer relationships.
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