Social Customer Relationship Management

Abstract

Solution Customer Relationship Management (Customer Relationship Managemet- CRM) is a strategy-depth understanding of the needs and behavior of customers in order to develop strong relationships between enterprises and customers, contributing to the success of business. Today, the social network platform serves as a great tool to build trust, the brand identity as well as the community of people with common interests. Social networking is an effective communication channel than to connect and keep in touch with potential clients, current clients, prospective clients and building relationships with influential people in the business. Traditional solutions CRM developed with the help of social media, social networking, Web 2.0 platforms became solutions social CRM. In the framework of this article present an overview of social networking, social CRM, social CRM processes perspective of management information systems.