Social CRM integrates social media channels into customer relationship management platforms, allowing businesses to communicate with customers through their preferred channels like social media, phone, text, or email. This gives businesses richer customer insight and allows them to optimize the customer experience across channels. Social CRM helps businesses respond seamlessly to customers in the way that suits them best in order to improve customer service levels and satisfaction.

1. Jishnu j
Jithin isow george

2.  Social CRM or social customer relationship management is the integration
of social media channels into Customer Relationship Management (CRM)
platforms
 Social CRM makes it possible for a business to communicate with
customers using the channel of their choice—whether by phone, text, chat,
email or social media (e.g. Facebook or Twitter). Off the back of these
interactions, a social CRM system helps businesses gather richer,
actionable insight about customer sentiment on their company, their brand,
and specific products or services.
 Social CRM is used by businesses looking to optimise service levels and
the multi-channel customer experience. It can help businesses get the
basics of customer service right, responding seamlessly in the way that
suits the customer best.

3.  Using social CRM for customer service
Social CRM is used by businesses looking to optimise service levels and
the multi-channel customer experience.
 Customer expectations are rising
Consumers expect to be able to move easily between channels of
communication and for the business to respond promptly and personally in
any of them. If the business can remember them so they don’t have to
explain themselves again, even better.
• The business benefit
Businesses are able to act more quickly, respond better, and even
anticipate customers' upcoming needs. By enabling businesses to track
social interactions with customers using the same sophisticated tools as
they use for other touchpoints, companies can deliver faster, more
complete resolutions to customer service cases from across the whole
business, resulting in happier customers.

4.  The business benefit
 Businesses are able to act more quickly, respond better, and even
anticipate customers' upcoming needs. By enabling businesses to track
social interactions with customers using the same sophisticated tools
as they use for other touchpoints, companies can deliver faster, more
complete resolutions to customer service cases from across the whole
business, resulting in happier customers.
 the benefits of social CRM
 Deliver customer support in the online platforms customers use
 Interact and engage with customers in real time
 Resolve issues speedily by monitoring social media for complaints
 Find and reward brand advocates and customers who help others
 Get greater exposure in the places where audiences spend their time
 Increase engagement and deepen relationships with customers

5.  The business case for social CRM
 Customer service
By tracking and managing customer contacts across
channels and business functions, customer service teams can
deliver dramatically better service and markedly improve resolution
times.
 Sales
 Track each prospect’s progress and location within the sales
funnel using a social CRM. Sales teams can create a
personalised experience for specialised users, rather than using
the traditional CRM blanket approach.
 Marketing
 Increased reach and visibility, lower costs. Marketers can use social
CRM to increase reach while improving customer tracking and
measurement. This can feed back into other marketing tactics and
help drive lead generation and sales.

6.  Problem: Chordiant, an enterprise software company, needed to
find a better way to coordinate the needs and desires of the
individuals involved in the product requirements process.
 Solution: They created Chordiant Mesh, and online community
powered by Jive's Clearspace, where employees, developers,
customers and partners can collaborate about product
development. The feedback was very positive, resulting 15
successful collaborative product releases.