CRM is the sum total of Customer's Experience & Interaction of dealing with the brand, company, service or others. With the emergence of social media, CRM has gained paramount importance. Customers are talking about brand, services, products & others on social media platforms like facebook, twitter, youtube & others. Companies should provide an integrated CRM that offers the customer a consistent & positive experience. Companies are setting up profiles & this helps them to develop rapport with the customers. CRM tools provide better ways a wealth of information & this should be used in developing marketing strategies.
There should be a strategy in place to deal with any crisis in the Customer Relationship management. Several companies were caught off guard when a social media crisis takes place & they have no strategy in place to deal with it. Also monitoring the conversation helps in understanding the customer behaviour & this helps in building a proper CRM strategy. Any marketing activity should take into account the CRM also. Website should have all the deatils of how to contact with the company & it should be easily accessible. There should be a feedback form included in the site for the customers to provide any feedback.