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Social Customer Relationship Management (Social CRM or SCRM) can mean many things to many people and organizations. This post explores visually what a Social CRM process for organization can look like.
Social CRM has been quite the hot topic as of late. However, much of the discussion has been focused around ideas and what some would argue as “theory.” I’m not one to claim that I have all the answers or have a pile of case studies hanging around. However, I’m also the first to admit that I enjoy exploring what models and frameworks around Social CRM can look like, perhaps going a bit deeper into the topic by providing visuals.
Social CRM Process
One of the things we haven’t really been able to see is what a SCRM process or flow of information could look like. I’m not going to argue the definition of Social CRM but I’d like to get into more detail in terms of what I think the process actually needs to look like.
A little while ago Chess Media Group, in collaboration with Mitch Lieberman, developed the following image which I believe is a great starting point for visualizing Social CRM within an organization — a sort of Social CRM “map” if you will.
Photocredit: Dustin Diaz
