Social CRM - Definition

More and more often Social CRM is described as a business strategy. Below there are a few of the most interesting definitions.

"Social CRM is a strategy for harnessing communities to support customers and prospects, as well as sales, marketing and customer service organizations, along a purposeful and mutually beneficial business process"

Gartner

"…We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction – or the data associated with it… Social CRM focuses on engaging the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s (i.e. Social CRM is) the company’s response to the customer’s ownership of the conversation"

Paul Greenberg - "Godfather of CRM"

CRM + Social Media = Social CRM

Importance of Social Media in Business

Results of a research titled: ‘How Social Media is important in Biusness?’ conducted by eMarketer.com are presented below.

It describes rapidly growing interest in a brand new channel of communication with customers, that is social media.