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From Social Media to Social CRM: Reinventing the Customer Relationship


Welcome to the age of Social CRM, a different way of thinking about customer relationship management that focuses on using social media to enhance customer engagement. How prepared are companies to make this shift? Despite widespread
adoption of social media, for most, Social CRM is still in its early stages, execution is patchy and concerns about ROI remain. To fully exploit the power of social media to connect with customers, organizations need to move beyond isolated projects to integrated programs and, ultimately, a Social CRM strategy.

Tags : ibm, marketing, social media, crm, social crm, customer service, customer interaction, customer relationship
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Published:  Feb 14, 2014
Length:  20
Type:  White Paper