Customer Centricity in a Social CRM World

by Kathy Herrmann

Overview

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 them. ** A question begging an answer then is – What is “customer centricity” in a Social CRM world? ** This eBook answers that question.

Product Details

BN ID:	2940013427501
Publisher:	Midnight Sun Publishing
Publication date:	09/24/2011
Series:	Simplifying Social Business , #3
Sold by:	Barnes & Noble
Format:	eBook
File size:	163 KB

About the Author

Kathy Herrmann works as a consultant helping companies companies ignite positive change by holistically fusing people, process, and technology.

Kathy is and will always be an Explorationist. Sometimes that's involved exploring the mysteries of the Earth, other times the action revolved around exploring information, what motivates people, or how to build business practices to gain heightened productivity.

Another thing she's been and will always be is a Change Agent.

She was born and raised in Baltimore, Maryland but has lived and worked all over the country as an adult.

If you want to know more about her consulting work, visit Kathy's website at http:\\www.kathyherrmann.com.