Discuss the Major Principles Behind Social CRM (CRM 2

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The Answer is -Social CRM (CRM 2.0) retains all the tenets of CRM 1.0. However, it adds social media technology and customer collaborative conversations to the process.
-Social CRM means that companies must interact with customers on their terms, and not based solely on the company's data, strategy and desire.
-Social CRM extends CRM 1.0, but does not replace it; in CRM 1.0, customers would forward e-mails to friends or talk in business meetings about products.
-Social CRM added more conversation among customers due to social media and gave companies many additional media for building long-term customer relationships and sales.

Discuss the Major Principles Behind Social CRM (CRM 2

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