Social CRM or SCRM is the new buzz, and since I deal a lot with CRM (customer relationship management) in my job and have a keen interest in social media I find the focus to be quite refreshing and very useful.
Therefore, I try to take in as much as possible about it. Earlier this week I went to a very informative breakfast seminar by Questback. They were very good at breaking the difference between CRM and Social CRM down, and making the shift crystal clear.
The big difference:
CRM is history: Stores all the information about your past interactions and transaction. Social CRM moves ahead: Focusing on real time interactions.
Infogram from SocialHubNotes.com – http://bit.ly/orpzFy
Having the cake and eating it too:
Another important lesson learned from the seminar, is that SCRM and CRM work even better together than apart. Instead of choosing one or the other, combine them and make use of the advantages of both.
Infogram from Questback, see it and the whole presentation here: http://slidesha.re/QuestSCRM
Your turn – Any thoughts on SCRM? Do you see any value in it, or do you prefer the classic CRM approach?