Question

Define a social CRM and explain how customer relationship management systems are using social networking.

A) Social CRM is a tool for managing social events.
B) Social CRM is a system for tracking social media engagement.
C) Social CRM is a method for measuring customer satisfaction.
D) Social CRM is a technique for product promotion through social platforms.

Answer 1

Social CRM is a strategy that combines traditional CRM with social media to engage with customers and build relationships. Social CRM systems use social networking platforms to gather customer information and provide personalized experiences. They help businesses strengthen customer relationships and improve satisfaction through social media engagement.

Step-by-step explanation:

Social CRM stands for Social Customer Relationship Management. It is a strategy that combines traditional customer relationship management (CRM) techniques with social media platforms to effectively engage with customers and build relationships.

Social CRM systems utilize social networking platforms to gather information about customers, interact with them, and provide personalized experiences. They integrate social media data such as customer comments, reviews, and preferences into the CRM database, allowing businesses to understand their customers better.

For example, a social CRM system can help a company identify customer trends, analyze sentiment towards their products or services, and respond to customer queries or complaints on social media platforms. These systems help businesses to leverage social media to strengthen their customer relationships and ultimately improve customer satisfaction.