Social CRM needs to be defined

The term CRM, or customer relationship management, could be forgiven for sounding vague in definition, but it is an age-old marketing discipline that has a fairly defined set of practices – using a customer’s data and information to communicate back with them effectively.

In most cases, people who use Facebook, LinkedIn and Twitter include their real information – age, name, location etc. Suddenly brands have a richness of information that, if used correctly, can help them tailor their CRM messages more effectively, benefiting both the consumer and the brand. This is why adding social data into the practice of CRM is generating excitement among marketers; no wonder it is becoming a buzz phrase.

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