Part 4 of 4 (What The Heck Is Social, Social Business, Social Media and Social CRM?)
What is Social CRM? CRM, for Customer Relationship Management, is an acronym that has been assigned to the evolution and consolidation of a variety of tools that manage the customer life cycle. The Wikipedia definition of CRM is a “strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes, principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.”
Social CRM is achieved by blending the power of CRM, i.e. managing and nurturing customer interactions, with the benefits of Social Media, i.e. listening and engaging, to create deeper, more trusted relationships with your prospects and customers. It is not a replacement for CRM, rather an extension of it that enables companies to do Social Business on a broader scale than they could have done with traditional CRM. By combining CRM with Social CRM strategies and tools, companies are now able to listen and engage their customers in the communities where they are talking to create the deeper relationships than ever before.
Nimble expands on the traditional notion of customer relationship management, empowers small businesses to engage any individual where they are talking, and helps them transform those individuals into long-lasting customers.
Thanks to Jon @ Nimble.com