Question

(a) In 3-4 sentences, describe what you understand by the term social CRM; and (b) Describe three factors that are driving it.

Answer 1

Social CRM popularly known as social customer relationship management is the integration of social media with customer relationship management arena. This is framed to better and support business through various social media channels. Social CRM is for better customer service and improved marketing sservice.Social CRM maintains the sales communication not only between customers and business but also among customers. Companies rely on social CRM to gather data about customers, learn about their needs and habits and to create customer loyalty.

Three factors that drive social CRM are

1. The need for customer retention and customer acquisition is the topmost drive for social CRM.

2. The cycle of sales from lead generation to conversion is made possible through social CRM.

3. Large data of customers is a must factor for the support and growth of any business. This customer targeted marketing data can be achieved through social CRM.