Social CRM: A Buzzword Explained
Updated · Sep 08, 2010
Today, everything is social — social commerce, social business, and social CRM. According to this Destination CRM report, the phrase social CRM obscures a completely valid concept for helping businesses better understand their customers.
“To a business owner, customer relationships are core to just about everything. CRM technologies are tools to help facilitate interactions with our customers. We need these tools so we, as an organization, can be better equipped to sell to and support our customers.
“Today there are new ways to interact and engage with customers and prospects
— online communities and social networking sites. But it’s important we make a distinction here: There are social networks and there are communities. The two are not mutually exclusive, nor are they identical.”