For 2 years I have been working with a great team on the software and services that surround what today is Social CRM. We’re still a couple of months away before we can officially come out and formally launch our platform. In the meantime I have been working on our definition of Social CRM. I agree with the other definitions that are out there but our approach is probably somewhat different.
Social CRM is the process by which organizations make clients an integral asset in the management of productive relationships. In Social CRM clients provide feedback to the organization and to other clients in open collaborative systems. Effective Social CRM require that these collaborative systems enable structured conversations that organizations are able to “act upon”. Actionable customer feedback from structured conversations enable organizations to deliver products and services that exceed expectations.
The Social CRM ecosystem involves on-going engagement from client to client and client to organization. Organizations must be able to manage these interactions and establish processes whereby the customer can freely initiate interactions. The ecosystem begins with organizations activating one or many feedback channels to gain a deeper understanding of each individual customer and the overall “state” of complete clusters of clients.
Modyo Social CRM applications are designed to flexibly provide organizations with software and methods to architect successful Social CRM strategies. From lead generation to the management of ongoing customer interactions in open, collaborative CRM environments.
Filed under: Social CRM, crm 2.0, Modyo Social CRM, Social CRM, social crm definition
