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  1. Visualizing the Social CRM Process

    We looked at social customer relationship management (CRM) from a high-level conceptual view in "Interactions with Transactions: Understanding Social CRM. Now let's walk through a potential social CRM process, so that you can visually see what we...

  2. Interactions With Transactions: Understanding Social CRM

    Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial...