Definition: What is Social CRM?

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Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others.

Social CRM and Social Media are more about building trust and managing loyalty with customers than about managing relationships or transactions, which are focus areas of “traditional” CRM.

Related posts:

  1. Definition: Social Customer Relationship Management (CRM) Social Media and Social CRM being so new, one is often asked the question what is Social CRM and how is it different from “traditional”...
  2. Definition of Social Customer Relationship Management (CRM) – Explained! In one of my earlier post, I defined Social CRM as follows: Social CRM is the business strategy of engaging customers through Social Media with...
  3. Definition of Social CRM – Questions & Answers In my previous post titled Definition of Social CRM – Explained!, I provided a detailed explanation about what is Social CRM. I received many excellent comments...
  4. Social CRM and Brand Loyalty Social CRM is defined as the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty being attitude...
  5. Role of Social CRM Social CRM and Social Media are more about building & managing loyalty with customers than “managing relationship”, where loyalty is defined as attitude towards a...
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  • About Dr. Harish Kotadia


  • Harish Kotadia, Ph.D.


  • Dr. Harish Kotadia has about ten years’ work experience as a hands-on CRM Program and Project Manager implementing CRM solutions for Fortune 500 clients in the US.

    He also has about five years’ work experience as a Research Executive in Marketing Research and Consulting industry working for leading MR organizations.

    Dr. Harish currently lives in Dallas, Texas, USA and works as Social CRM, CRM Consulting Lead for Infosys Technologies. Views and opinion expressed in this blog are his own.






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