With the jump from CRM to the Social CRM, there could be some confusion on where they overlap or differ. This infographic from Chess Media Group explains what could be expected from a Social CRM system:
Social CRM is designed for social media services, so as to better allow companies and businesses to interact with their customers. This infographic depicts the evolution from the traditional CRM to the social CRM.
In many ways the social CRM provides many improvements, such as being accessible to everyone, allowing the customers to set hours, and increasing interaction!
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