What is Social CRM?

CRM has been changing drastically over the past couple of years, and the centerpeice of this change is Social CRM.. Involving the use of Social Networking to strengthen CRM, Social CRM provides a way to involve the customers as never before. Facebook is widely used by companies for this purpose, although some of the other social media, like Myspace, LinkedIn and Youtube (although this is a different kind of social media) are used as well.

Companies that implement social media generally set up a few pages on Facebook, and then install social media software, which is available from most major CRM vendors now, and which gathers the Facebook information and provides an interface for managers to analyze the information. This might include who likes and dislikes a particular entry. Who has become a fan and who hasn't. And what comments are being made on the company's wall. Of course, the Facebook site also provides a vehicle for providing answers and commentary, but companies who successfully implement social CRM recognize that it's more about listening than about talking. For an intro to Social CRM, check out this site.