What is Social CRM? - dummies

By Kyle Lacy, Stephanie Diamond, Jon Ferrara

There are many forms and definitions surrounding the idea of social CRM. The basic idea is that multiple business units interact using the social web (social media). You have the ability to overlay the traditional CRM model with social data that builds better relationships for the future. The official definition is best given by our friend Esteban Kolsky in his presentation Three Reasons You Will Do Social CRM:

Social CRM is a philosophy and a business strategy, supported by a system and a technology, designed to improve human interaction in a business environment.

It’s about more than just changes and advances with communication methods, social media monitoring tools, and CRM software. Social CRM represents a real paradigm shift in the way businesses conduct everyday business. It really is all about the customer. True customer-focused approaches must guide marketing, product development, and customer service. Today’s social customer, empowered with knowledge and an eager audience, can intimidate and confuse many businesses.

We want to guide you on best strategies for reaching out to the social customer and help you understand ways to harness data about this ever-evolving customer. In this new era that’s riddled with social networking platforms and abundant information sharing — in real time — old ways of managing customer relationships just don’t cut it anymore. And that is the fundamental idea behind the CRM philosophy.