Harish Kotadia, Ph.D.

Definition: Social CRM

Posted by Harish Kotadia, Ph.D. on January 30, 2010
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Social Media and Social CRM being so new, one is often asked the question what is Social CRM and how is it different from “traditional” CRM?

Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others.

Social CRM and Social Media are more about building trust and managing loyalty with customers than about managing relationships or transactions, which are focus areas of “traditional” CRM.

Hope this answers the question. If not, please feel free to leave a comment:


Republished with author's permission from original post by Harish Kotadia, Ph.D..

Harish Kotadia, Ph.D.

Dr. Harish Kotadia has more than twelve years’ work experience as a hands-on CRM Program/Project Manager implementing CRM and Analytics solutions for Fortune 500 clients in the US. He also has about five years’ work experience as a Research Executive in Marketing Research and Consulting industry working for leading MR organizations. Dr. Harish currently lives in Dallas, Texas, USA and works as Social CRM/CRM and Analytics Consulting Lead for Infosys Technologies.
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