Another definition of Social CRM, but this time from the customers’ perspective


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As social media is all about customers, here’s our definition put in customer terms. SCRM is how we…

  • Listen to what you and others have to say about our brands and service
  • Help you engage with us, whenever you need to, wherever you are, in ways that are convenient to you
  • Provide you with the personal experience you need to keep you engaged – informed, interested and maybe even entertained!
  • Transact with each other, or through third parties, in ways that are mutually valuable

  • Get to know each other over time so that we can tailor what we do (and how we do it) with you in mind.

Does this make sense to you? How can I better it? If you like it or dislike it, simply click the thumb button below! Thanks

Republished with author's permission from original post.

Neil Woodcock
Neil is Chairman and CEO of The Customer Framework Ltd. and visiting Professor at Henley Business School. An honours graduate, he worked in B2B sales & marketing with Mobil Oil, B2C marketing with Unilever and consultancy services with Andersen Consulting & McKinsey. Neil has written 5 books on customer management, is on the editorial board of leading journals and is an Honorary Fellow of the IDM.


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