We have been hearing a lot about the idea of Social CRM or sCRM as the next big wave in the customer relationship lifecycle. As more and more of us move our interactions not only with each other, but with brands to the online arena, many brands are scrambling to put in place the people and processes required to engage with today’s social customer.
I recently read that the social customer is the one who owns the relationship, and that it is the job of the brand to earn the customer’s trust. While this may not seem like a far departure from traditional customer relationship management (CRM), the process of managing, massaging and nurturing these relationships has shifted dramatically.
So what is Social CRM and how does it differ from Traditional CRM?