In one of my earlier posts, 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 are more about building trust and managing loyalty with customers than about managing relationships or transactions, which are focus areas of “traditional” CRM.
I received a lot of great feedback on this definition and want to elaborate further on it to answer some of the questions raised by readers of this blog.