Because of the growth of internet, most customers interest to use social media to communicates through social networking sites, such as Twitter and Facebook. According to Jacob Morgan, coauthor of "Twittfaced," describes the difference between traditional customer relationship management (CRM) and social CRM (SCRM) which social brings a new element into CRM because now instead of just dealing with data and information that deal with conversations and relationships. These conversations and relationships can take place not just from company to consumer but also from consumer to consumer. Think of Twitter as a simple example. Let’s say you are a large brand on twitter and you are building relationships with your followers but you also have the ability to build relationships with and listen to and engage customers that are having conversations about you.
Social Media Examiner also provides 4 Steps to Implementing a Social CRM Strategy to develop your social media CRM strategies, imrprove your customer services and increase customer engagement in your business.
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