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EC Project 257859

European Union

Co-funded by the 
European Union


ROBUST partner Software Mind offers solutions supporting the management of business relations and Customer Intelligence. Social CRM is prime example of current trends connected with social media in the context of CRM (Customer Relationship Management). The Social CRM approach is not only highly innovative, but a one that is constantly gaining on popularity. Brand Service product, offered by Software Mind, is based on Social CRM strategy.

Social CRM - Definition

More and more often Social CRM is described as a business strategy. Below there are a few of the most interesting definitions.

"Social CRM is a strategy for harnessing communities to support customers and prospects, as well as sales, marketing and customer service organizations, along a purposeful and mutually beneficial business process"



"…We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction – or the data associated with it… Social CRM focuses on engaging the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s (i.e. Social CRM is) the company’s response to the customer’s ownership of the conversation"

Paul Greenberg - "Godfather of CRM"

CRM + Social Media = Social CRM

Importance of Social Media in Business

Results of a research titled: ‘How Social Media is important in Biusness?’ conducted by eMarketer.com are presented below.


It describes rapidly growing interest in a brand new channel of communication with customers, that is social media.



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