Social CRM

The difference between CRM and Social CRM is just one word, social. Social CRM deals with conversations and relationships with the social customer. These conversations and relationships take place not just from company to consumer but also from consumer to consumer.

So again, the big different between CRM and Social CRM is that we now have all these conversations and relationships to consider.

CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.”

“Social CRM is the tools and processes that encourage better, more effective customer interaction and leverage the collective intelligence of the broader customer community with the intended result of increasing intimacy between an organization and its prospects and customers. The goal is to make the relationship with the customer more intimate and tied to the company by building a public ecosystem to better understand what they want and how they interact with the various company touchpoints like sales, customer service etc…”

CRM applications incorporate new networks and technologies into their services, utilizing the power of the cloud to connect and integrate regular CRM tools with sites like Twitter, Facebook and LinkedIn; creating what has come to be known as social CRM. These sites can not only provide another way to connect with an audience, but also help provide deep insight into their lives likes and dislikes wants and needs, and also help to connect with potential customers.

Social CRM is use of social media services, techniques and technology to enable organizations to engage with their customers. As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition is from Paul Greenberg

Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation.

 

[viju.aicar]

Super like !

 

[Dhruv Bindhani]

The difference between CRM and Social CRM is just one word, social. Social CRM deals with conversations and relationships with the social customer. These conversations and relationships take place not just from company to consumer but also from consumer to consumer.

So again, the big different between CRM and Social CRM is that we now have all these conversations and relationships to consider.

CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.”

“Social CRM is the tools and processes that encourage better, more effective customer interaction and leverage the collective intelligence of the broader customer community with the intended result of increasing intimacy between an organization and its prospects and customers. The goal is to make the relationship with the customer more intimate and tied to the company by building a public ecosystem to better understand what they want and how they interact with the various company touchpoints like sales, customer service etc…”

CRM applications incorporate new networks and technologies into their services, utilizing the power of the cloud to connect and integrate regular CRM tools with sites like Twitter, Facebook and LinkedIn; creating what has come to be known as social CRM. These sites can not only provide another way to connect with an audience, but also help provide deep insight into their lives likes and dislikes wants and needs, and also help to connect with potential customers.

Social CRM is use of social media services, techniques and technology to enable organizations to engage with their customers. As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition is from Paul Greenberg

Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation.

Summary: Difference Between CRM and Social CRM


CRM (Customer Relationship Management) is a business philosophy and strategy that focuses on managing a company’s interaction with current and potential customers. It is supported by technology, workflows, and processes to streamline sales, marketing, and service operations, aiming to deliver value in a transparent and efficient manner.


Social CRM, on the other hand, builds upon traditional CRM by integrating social media platforms and consumer-generated content. It recognizes that customers now drive conversations publicly across channels like Twitter, Facebook, and LinkedIn — not just company-to-customer, but also customer-to-customer.

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Key Differences:​

• Scope of Interaction:
  
  • CRM: Company to customer (1-to-1)
  • Social CRM: Company to customer and customer to customer (many-to-many)
• Communication Nature:
  
  • CRM: Structured communication (email, calls, support tickets)
  • Social CRM: Conversational, real-time, and public interactions on social media
• Data Source:
  
  • CRM: Customer-provided and internal business data
  • Social CRM: Social media activity, user behavior, sentiment analysis, and online interactions
• Goal:
  
  • CRM: Improve internal efficiency and customer service
  • Social CRM: Enhance engagement, build community, and strengthen customer relationships through transparency

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Importance of Social CRM:​

• Enhances customer intimacy and brand trust
• Leverages community intelligence for better insights
• Tracks consumer behavior and preferences in real time
• Facilitates a collaborative and transparent environment

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Conclusion: While CRM focuses on structured internal processes to manage customer relationships, Social CRM embraces the evolving landscape of digital engagement, putting customers at the center of open, dynamic conversations — redefining how businesses interact, respond, and build loyalty in the social era.