"A lot of people talk about social CRM, but few know what it means' Jan Sysmans, director of product marketing at Sugar CRM, says.There are three ways in which social can be introduced within customer relationship management Jan said, on top of the manual access to information from various sources.
First is "what my customers are saying about themselves on various social media platforms." This is the listening component.
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Second, there is "the way that your customers want to be talked to," a talking component. Finally, there is the way that your customers want to be engaged with, an engagement component.
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