Implementing Social Customer Relationship Management in Retail

Management consultant, blog writer, dreamer

One of the most important goals for retailers is to maintain long-term and profitable relationships with their customers. The construct Customer Relationship Management (CRM) started when retailers moved the orientation of their business from their companies to their customers. However, the advent of the internet, Web 2.0, and online social networks have disrupted the traditional way that retailers communicated with their customers.  Hence, Social Customer Relationship Management (SCRM) came to the fore because of the emergence of a “social customer”.

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