infographic: crm vs. scrm

SCRM, CRM, so many acronyms, so many definitions...what does it even mean? Well, for starters customer relationship management can mean different things to different companies in different industries. Now that we have added the social element to the mix, it has shaken things up again. In it's simplest definition, traditional CRM involves companies collecting and managing data relating to their customers. What the social element adds is that it is no longer a one way communication, customers now want a piece of the action, or more precisely, interaction.

Here are the key takeaways:

1. Brands need to be responsive as today's customers are empowered and connected than ever before
2.  SCRM is a strategy for strategy for customer engagement, CRM is about collecting and managing customer data
3. SCRM is conversation driven and sales are a by-product