When I Googled Social CRM, the first thing that comes up as Suggest Search was ”Social CRM definition” – add to that 7 510 000 search results. That tells me we’re struggling to define the subject.
When we talk about such extreamly wide and generic topic as Social Media, I think it’s fundamental to break things down to ”What we really do; the concrete and tangible things”.
Paul Greenberg, a leading authority in the CRM landscape describes Social CRM shortly as “…the companies response to the customers conversation”.
When customers have a bigger say than ever and good ideas are the ones that spread, what is a good framework to use when embarking on a Social CRM program for your company? In this presentation from ICE Conf 2012 London I show you the 5 keys to Social CRM as well as a few pick on how we’ve applied those at Betclic Everest.
