CRM is an enterprise approach to the understanding and influencing of customer behavior through meaningful communications in order to improve customer acquisition, customer retention, customer loyalty and customer profitability.
The impact of Social Media Integration with CRM’s is increasing day by day and when we talk about its use in business, it is becoming a habit. Social CRM simply adds a social dimension to the way you think about customers and your relationships with them.
In generic terms, it is a combination of Social + CRM = SCRM.
The combination of social media and CRM creates an enormous opportunity to enrich customer interactions and give businesses a way to manage and measure how they use social networking while successfully engaging customers.
SCRM is becoming more popular in business nowadays, Know How? or Benefits of Social CRM-
SCRM is the integration of business functions, it works, with sales, marketing, and customer support, to create an infrastructure based on the individual customer need.
Sales Benefits-Sales can expect to see an improvement in retained and referred business, as customers become recommenders and advocates; which leads to increased revenue.
Marketing Benefits –Marketers can use social CRM to increase reach and cut costs while improving customer tracking and measurement.
Customer Service Benefits –By tracking and managing customer contacts across channels and business functions, customer service teams can deliver strikingly better service.
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