What is social CRM and why do you need it?
Earlier in the year I wrote a beginner’s guide to customer relationship management entitled What is CRM and why do you need it? Welcome to the next chapter.
Here we’ll be investigating the next vital stage in your CRM strategy: social CRM, and how this can help your company track its relationships in an increasingly multichannel landscape.
First though, for anybody who needs a refresher, a quick recap of what CRM actually means….