If your are reading this then probably you know this, so I am not wasting time on this one.
What is social CRM?
The integration pf a traditional CRM system with social media platforms is called Social CRM (Duhh.....)
So why do we need it? again the three magical words(Marketing,Sales and Support) Brands can integrate CRM and Social Media to ensure better sales, marketing and support opportunities. How?
Customers are active on social media, companies can gain knowledge about them using social media sites and thus can offer them related products, offers, etc : Say a 19 year old would be interested in knowing venues for parties where as a 30 year old would be interested in knowing more about how can he reduce is car insurance cost. Targeted action can be taken using social media to focus marketing and sales efforts towards these individuals or demographics.
All brands need to provide customer support, no matter is you are a technology giant or a small coffee shop. Social CRM provides one of the quickest and engaging channels for customer support.
So again going back to the basics, social CRM stands on same three pillars : Marketing, Sales and Support