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Social CRM(Customer Relationship Management) • Social Media Marketing English Edition


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Social CRM(Customer Relationship Management)
• Traditional CRM:Know which customer are satisfied and profitable,
analyze the sales performance and etc.;
• Social CRM:better communicate with customer, including existing and
prospective customers
Via social media marketing/ Social CRM to increase customers’
long-term profitability, loyalty and word-of- mouth.

Calculate Customer Lifetime Value
A RFM method:
Rencency how long has it been since the last purchase
Frequency how many purchases have been made in a curtain period
Monetary how much have been spent

Published in: Business, Technology