The major difference between traditional CRM and Social CRM is that SCRM integrates our social networking activities within the CRM itself. Therefore, as a social business, you have to be active, or be willing to become active, on social networking platforms in order for this to have any real value.
This being said, make no mistake in understanding that there is a huge difference between having a presence on these networks, being active on them, and being productive on each. As our goal is to increase our revenues, we need to be able to do the following:
Target the right connections
Discover new revenue opportunities
Initiate and then build relationships
Convert these relationships into revenues
These networks (also called channels) are the social core of any SCRM. Activities that occur on these networks are mined and captured from the networks themselves, and this information is then brought into and organized within your SCRM. In other words, let's say that you engage...