Social Media

The Social CRM

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The Social CRM is using social media services, techniques and technologies to enable organizations to engage with their customers  (SCRM, But, also the CRM software industries like Microsoft, SAP SE, Salesforce.com, Sage Group, Splendid CRM, Sugar CRM, Zoho Office Suite and others are integrating their software with social media platforms in order to realize Social CRM activities.

Do you think in this situation that exists a voice of customers (Social CRM) versus a voice of industries (CRM Social)?