The Social CRM – New age of Business Strategy for the Organization: An Explorative Study

Dr. Chanduji P. Thakor

Volume : VI, Issue : II, February - 2016

The Social CRM – New age of Business Strategy for the Organization: An Explorative Study

Dr. Chanduji P. Thakor

Abstract :

The New era namely Social CRM is a philosophy and a Business strategy, supported by Technology platform, Business Rules, workflow, Process and social characteristics, designed to engage the customer in a collaborative conversion in order to provide mutually beneficial value in a trusted and transparent business environment. This Research Paper focusing on organization perspective for building the Social CRM is the Company’s Response to customer’s response to customer’s ownership of the conversation. This research paper also shows the glimpse in the space of customer and marketing analytics with a Focus on Social Media Analytics and Social CRM, Monitoring trends and developing strategies for adoption by an Enterprise. A customer relationship management platform that integrates social media gives you access to the same level of insight you have for more traditional channels, plus the ability to use social tools for communicating internally and monitor, benchmark and track social media communications using familiar tools, dashboards and metrics. Social ings a new element into CRM because now instead of just dealing with data and information we are dealing with conversations and relationships. These conversations and relationships take place not just from company to consumer but also from consumer to consumer.