Customer Centricity in a Social CRM World

The social business model focuses on engagement, influence, collaboration, and creation with customers, partners, and employees. Social customer relationship management (Social CRM or SCRM) is one of the planks of the model and turns the focus to the customer. SCRM makes customers central to the business. ** It goes beyond saying your customers are important. Companies with strong SCRM strategies build genuine and authentic relationships with customers by sharing two-way conversations with ...