Understanding Specific Typology of Social CRM for a Company

By definition, anything that involves human interaction is called “social.” The same would be true in social CRM – which bears the essence of two-way conversation between the company and the customer. However, in order for this to be true, you need to include channels like social media network. It would be hard to imagine human interaction as something unsocial if communication does exist.

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When it comes to social CRM, there are specific but rough typologies on communication that can be crafted for a company including:

One-Way Communication: This is not what is being depicted in social CRM since communication is offered but without dialog. A lot of large corporations would set up their own blogs and websites that are by design one-way but still a good method of communication. It is a way to send the message across.

Two-Way Communication: In this typography, there is a dialog between the customers and company – which is the core essence of social CRM. Whenever a company writes a post (i.e. status updates on Facebook and Twitter), the customers can make their own comments and the company engages in this dialog.

Communication Transparency: This is usually seen in communities like forums or blogs and even in social media networks. As the company and customers communicate, others can chime in or listen to the conversation. Social CRM could be both transparency and a two-way communication depending on the channel you are using.

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