Social Media and its Benefits within an Organization

Niþu Oana (), Niþu Claudiu Valentin () and Croitoru Gabriel ()
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Niþu Oana: Faculty of Economics, "Ovidius" University, Constanta, Romania
Niþu Claudiu Valentin: Faculty of Dimitrie Cantemir Christian , University Bucharest
Croitoru Gabriel: Faculty of Economics, "Valahia" University,Târgoviste, Romania

Ovidius University Annals, Economic Sciences Series, 2012, vol. XII, issue 2, 883-887

Abstract: Social CRM tools provides us with the means to capture data about profiles and to create the maps of customer experience which contributes to the development of real perspectives to customers, that offers what is really a personalized experience for individual customers. Based on history, CRM could not do it. It might be gathered all transactional data, but emotional and behavioral customer information that the profiles and the maps of experiences with the customers provides, were not part of the CRM value proposition given before. The strategy behind Social CRM is to be opened with the client, to be visible to them, and give them the needed space and information to make smart decisions for themselves about how to interact with the company. By following this strategy, the company can learn from its customers because they have more freedom in their interaction with the society and with other customers. Continuous interactions with customers, the ones that have good results, reduces the bad and increases the good relations between the company and the customers.

Keywords: social CRM; CRM; strategy; organization; management (search for similar items in EconPapers)
JEL-codes: M M10 M21 M30 (search for similar items in EconPapers)
Date: 2012
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