If you have decided to use social customer relationship management (SCRM) to sell your products or services, you should be ready to adapt to what your customers consider SCRM to be, not vice versa.
As I mentioned in my post Social CRM is Dead, Long Live Social Media Flavored CRM, I see the “social” in SCRM as being related to human welfare and not only to social media. Therefore, SCRM should
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through application programming interfaces (APIs), platforms, customizations, etc. 6. Give me the tools to collaborate with others and encourage knowledge-sharing between different entities (company to customers, company to partners, customers to customers, etc.). I see collaboration as an ongoing process between you, me, other customers, your employees, and your partners. We are your universe. 7. Show me that you care about something other than your profits and my satisfaction : encourage green