Answered: Explain the concept of social CRM and…

Explain the concept of social CRM and its importance in today's interconnected world. How can businesses leverage social media to enhance customer relationships through CRM

Principles of Information Systems (MindTap Course List)

13th Edition

ISBN:9781305971776

Author:Ralph Stair, George Reynolds

Publisher:Ralph Stair, George Reynolds

Chapter7: Electronic And Mobile Commerce

Section: Chapter Questions

Problem 3CTQ1

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Concept explainers

Fundamentals of CRM

Customer Relationship Management, also called CRM, is a set of technology and techniques for managing a company's customer and potential customer relationships and interactions. It is a customer relationship management system that allows businesses to manage and analyze data and customer interactions across the customer lifecycle. The goal of CRM is to "Improve Business Relationships". CRM helps businesses stay connected, streamline procedures, and increase profitability. CRM systems collect client data from various channels (or contact points) between the customer and the company. It makes use of a company's website, social media pages, telephones, marketing emails, live chat, live video, and so on.

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Explain the concept of social CRM and its importance in today's interconnected world. How can businesses leverage social media to enhance customer relationships through CRM?

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