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Definition of Social CRM – Explained!

March 28, 2010 by Harish Kotadia, Ph.D.
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In one of my earlier post, I defined Social CRM as follows: Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others. Social CRM and Social Media... [read more]