Social CRM is an advanced form of customer relationship management that uses social media services, techniques and technologies to enable organizations to interact with their target customers. This business strategy is supported by technological platforms, business processes, and social networks to help engage customers in a collaborative manner to provide mutual benefits to both parties. The applications are for social range from marketing, sales and customer services to social engagement with prospective customers, and social support for customers. The Retail industries move towards careful when they expend SCRM accounts on smart, rapid and purposeful initiatives that will satisfy more customers and hold social customer relationship management. This study analyse the possible of social CRM in Retail industry and nowadays in front of several disputes like global competition for increasing customer demands, shrinking profit margins and necessitate to survive with new technologies.
Retail Industry, Market Potential, SCRM Types and Social Media
