Question

What do you see as the advantages and disadvantages of Social CRM systems that collect information on customer preferences and interests? Explain the importance of integrity when utilizing Social CRM.

Answer 1

Social CRM can be defined as (customer relationship management) is context of the social media services, techniques which enable companies to engage with their customers on the social media platform. This is trending thing these days due to wide use of social media these days and it is one of the most important thing in the current business scenario.

1. Better marketing and better placement of product in the target segment
2. Better and customized approach while targeting the market
3. Wide reach of the different demographics
4. Improved customer experience by taking feedback
5. Taking surveys and timely feedback

Some of the disadvantages are:

1. We are not sure if we are reaching the right person or market or not
2. Fake ID’s lead to the wrong survey result
3. Difficult for every person of the organization to learn this
4. Costly in implementation

Yes it is required to maintain the integrity while using the social media as any false and bad picture company wants to portray to the customer will lead to the outrage nd backlash from the customer end and it will cost the company on terms of loyalty towards the customer.