Drive Customer Experience for Relationship Management through Actionable Social CRM

Anurag Singh
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Anurag Singh: Banaras Hindu University, Varanasi, India

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2015, vol. 6, issue 4, 57-76

Abstract: Social CRM is gradually stirring into the conventional business strategies in spite of much hue and cry for unsecured process and stepping. Seeing people networked for the sustainable advantages of the companies, they are now being enabled by web 2.0 technologies. Web 2.0 technology is a hopeful breakthrough to modernize the CRM. In the process and implementation of the strategy, few of corporate giants have already jumped into the social CRM, and few are in the process of comprehension and the adoption. This paper aims to portray the process of social media in monitoring and fostering the relationship. The study talks about the detailed functioning of social CRM after having the investigation of the present famous social CRM process. Further an initiative is taken to explore the social CRM practices in Indian industries and to explain other functions of SCRM through cases, for capability building and healthy management.

Date: 2015
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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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