Technology and social media have significantly changed the direction of business models. Marketing managers and salespeople are now working with media consumers, who are aware of all trends and news. This type of user is interested in engagement and immediate responses as well as one-way contact and ad messages.
Brand new ideas are typically adopted with numerous misconceptions that spread like a wildfire due to ample incentives in social media. The article aims to expose the peculiarities of traditional CRM vs. social CRM that skip all roundabouts.
Traditional CRM vs. Social CRM: Clarification of the Concepts
We need to clear up the conceptions of traditional and social CRMs first. This understanding should provide a solid base for further comparison.
Traditional CRM
Traditional CRM is an application-based business technique. The platform enhances data collection, automates sales, and marketing processes, and helps monitor the actions and contact background of customers. The essence of this CRM model is reflected in structured output which is based on the input of data.
Social CRM
Social CRM is a new way of fulfilling the strategy of facilitating business processes and cultivating trusted relationships with existing and future customers. This CRM ‘s strength is to change the content into a full-scale and substantive interaction with a prospect that is passed out across social networks and digital platforms.
Therefore, the marked difference in social CRM is the active interaction with leads and opportunities, rather than uninvolved tweets.
Traditional CRM vs. Social CRM: Drawing a Parallel
Social CRM has changed its emphasis and introduced easy-to-adopt social media modes to traditional CRMs. Below is a vital overview of primary approaches and powerful fields.
1. Staff Roles
- All processes in traditional CRM rely on the relevance and quality of customer data which results in a task assigned to a specific department or service manager
- Social CRM positions a key position in content delivery and all staff use the platform to reach the target market in a sophisticated way.
2. Functional Priorities
- Traditional CRM‘s process-centric manner helps us to set workflows to aa non-default norm and to describe each stage of the method
- Social CRM integrates a more complex approach which is based on conversation. System efficiency way and number of phases in social networks depending on client operation
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