Embracing Social CRM
Today’s customer is different than in days past. They’re savvier, more aware of competition, more willingly engaged in what they like and more disengaged by what they don’t like. They consume information in a new way and determine their feelings immediately. The technological revolution has created a generation who wants what they want and they want it now. What they don’t want now, they can immediately delete. According to Maria Ogneva, the bottom line is “The social customer owns the relationship, and you need to earn her trust.”
Because of this, it’s important to understand the differences between “classic” Customer Relationship Management (CRM) and Social Customer Relationship Management (SCRM).
This article will help you to see the difference of CRM and SCRM and will help you understand how embracing this practice will help your company earn the trust and loyalty of your consumer.
To develop your SCRM strategy, contact Dotfusion today.