Social CRM – Social Media impact

It’s all about Social CRM, We all know about the effects and usage of CRM application which is been used by enterprises on their Sales and Marketing day-to-day activities.

But what is Social CRM ??

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

Below diagram by Jacob Morgan of Chess Media illustrate what Social CRM Process.

Due to the evolution of Social Media Marketing, Social CRM enters the Market. But Why the Evolution of CRM to SCRM happened.

Details on what Social CRM by Jacob Morgan Refer: http://www.socialmediaexaminer.com/what-is-social-crm/

Got interested in Social CRM, Here is a Free Social CRM tool that people can make use of it named Connected. It’s been acquired by Linkedin. This is a tool for people or businesses who do not want to or are too small to use Salesforce.com. 

Features of Connected:

• Provides a way for people to manage all their contacts online from Gmail, Google Contacts, LinkedIn, Facebook and Twitter.
• People can tag and sort their contacts and also enter notes about the contact after, say, a meeting or a call.
• They can “bookmark” a contact’s LinkedIn profile – if they do not actually want to become LinkedIn friends with them.
• It shows the last emails and phone calls with each contact, by pulling in data from Google Voice and Gmail

Take a tour on Connected http://connectedhq.com/tour/

Note: Gartner predicts that by 2015, companies will generate 50% of their sales through mobile applications and from social networking references.