Social CRM: Engaging Customers in Collaborative Conversations

What type of CRM focuses on engaging the customer in a collaborative conversation and cultivating virtual communities?

A. Social CRM
B. Analytical CRM
C. On-demand CRM
D. Open-source CRM

Final answer:

Social CRM is the type of CRM that focuses on engaging the customer in a collaborative conversation and cultivating virtual communities.

Social CRM is a customer relationship management strategy that focuses on engaging customers in collaborative conversations and cultivating virtual communities. It involves using social media platforms and online communities to interact with customers, build relationships, and create a collaborative and interactive environment.

By leveraging social CRM, companies like Nestle's Digital Acceleration Team can engage with customers on social media platforms, run online campaigns, and create virtual communities where customers can connect and share their experiences. This approach allows companies to gain valuable insights, gather feedback, and provide personalized experiences to their customers.

Through social CRM, companies can interact with customers in real-time, respond to their inquiries, and address their concerns promptly. This level of engagement helps to build stronger relationships with customers and foster brand loyalty. Additionally, social CRM enables companies to track customer interactions, analyze data, and tailor their marketing strategies to meet customer needs more effectively.

In conclusion, Social CRM is an essential strategy for modern businesses looking to engage customers in collaborative conversations, cultivate virtual communities, and enhance overall customer satisfaction.