Exploring social CRM and Its future trends

Social CRM is an ideology and a business strategy that is designed to involve and fruitfully engage customers in collaborative conversation that offers value in a climate of trust and openness in the company environment. In such a scenario, the customer is in charge of the conversation and the company rightfully acknowledges and responds to this ownership in an appropriate manner. With this increasingly social and interactive approach, Social CRM is the latest development in customer relationship management tools. In this paper Social CRM dimensions have been examined from the various researches. Additionally, the benefits of Social CRM along with the future emerging trends are discussed.