Explain the social customer relationship management (CRM) ...

[nelaaney]

Explain the social customer relationship management (CRM) process.
 
  What will be an ideal response?

Question 2

The bargaining power of ________ is one of the five competitive forces in Porter's five forcesmodel.
 
  A) investors
  B) competitors
  C) employees
  D) customers

[jjorrostieta]

Answer to Question 1

Social CRM is a dynamic, social media-based CRM process. The relationships
between organizations and customers emerge in a dynamic process as both parties create and
process content. In addition to the traditional forms of promotion, employees in an organization
create wikis, blogs, discussion lists, frequently asked questions, sites for user reviews and
commentary, and other dynamic content. Customers search this content, contribute reviews and
commentary, ask more questions, create user groups, and so forth. With social CRM, each
customer crafts his or her own relationship with the company.

Answer to Question 2

D