Social CRM (SCRM), sometimes known as CRM 2.0, goes beyond traditional CRM to incorporate social media into the capture of customer relationship information.
A SCRM tool set is intended to help folks within a company deepen their business relationships collecting actionable intelligence from your social channels to help propel your business.
Examples of social channels can span anything from your own community sites to Facebook to Twitter and beyond.
I prepared the slide presentation below to give you insight into Intellicore Design Consulting’s vision for a SCRM solution (and a copy of the presentation is also available under our Resources section).
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