Social CRM – What, Why and How?

A lot has been talked about why social media is important and why it makes sense to invest in social media marketing but something that is of utmost relevance to organisations today is the need to have Social CRM integrated with their core business function. Social Media data when integrated with CRM analytics, unveils a completely new set of business intelligence which can not only help you understand your customers better but also help in making them your brand ambassadors. While traditional CRM systems enable the engagement via sophisticated workflow, Social CRM takes engagement to a whole new level allowing for multi channel interactions across business functions in real time.