Social CRM is Customer Relationship Management undertaken over social media. This refers to social customer care, in which brands engage their customers via social media, in addition to or rather than through classic methods like the call center. Social CRM allows brands to provide customer care that is fast, responsive and very efficient. Both a philosophy and a business strategy, Social CRM is typically supported by software that helps manage the conversations that customers are having about brands via social media, and to respond to those conversations appropriately.
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