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Social Relationship Management

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Definition od SRM

Publié dans : Business, Technologie
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Social Relationship Management

  1. 1. Social Relationship Management Defined<br /> Social Relationship Management (SRM) - in a business context SRM, is the activity of building, maintaining, strengthening and broadening personal business relationships with relevant people. Typical goals for SRM is to improve the customer experience, strengthen the ties to a market and develop advocacy in the respective eco system. SRM is typically supported by a system to maximize the number of active relationships without loosing the quality and depth of a relationship needed to maintain a mutually valuable business conversation. SRM changes the typical social media connection behavior from a network focus to a people focus. While social networker log in a network and search for people, a SRM system users is focusing on relevant people and then select the network the user wants to engage with the selected person.<br /> As such SRM is a process or system leveraging social networks and communities to increase direct feedback, gain knowledge and influence in and from a market or market segment across all company functions including sales, marketing, support, product management, product development, logistics and other departments.<br /> SRM software maintains a database of connections and their respective networks, keeps a record of conversation initiation, as well as notes and other profile information per connection. It supports and eases the process of connecting and conversing with a large number of network nodes across the diverse social web. Typical SRM objectives may be faster access to relevant people, ability to overcome the physical limits of social connections (see Dunbar number), improved way to collect feedback from relevant connections.<br />