 Social CRMKlaus Solberg Söilen
Chapter 22 in Digital Marketing, 2024, pp 249-254 from Springer Abstract: Abstract Social Customer Relationship Management (Social CRM) integrates social media channels with traditional CRM to enhance customer engagement and build stronger relationships. Unlike traditional CRM, Social CRM emphasizes interactive, real-time communication, fostering a two-way dialogue with customers. The evolution of CRM since the 1970s now incorporates comprehensive customer insights and social media interactions, marking a significant shift in engagement strategies. Social CRM involves data collection, analysis, targeted engagement, and continuous feedback loop to refine strategies. Utilizing tools like HubSpot CRM and Salesforce CRM, Social CRM enhances marketing, sales, and customer service by personalizing interactions and leveraging social media data. The benefits include deeper customer insights, improved engagement, increased loyalty, and better customer service, though it requires significant resources and effective data management. Companies like Starbucks, Dell, and Nike successfully use Social CRM to engage with customers, respond to feedback, and foster brand loyalty, demonstrating its effectiveness in enhancing customer satisfaction and driving business growth. Date: 2024 There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:spr:sptchp:978-3-031-69518-6_22 Ordering information: This item can be ordered from DOI: 10.1007/978-3-031-69518-6_22 Access Statistics for this chapter More chapters in Springer Texts in Business and Economics from Springer |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.