Features and Opinions

Go social for a sustainable CRM strategy

Social customer relationship management (CRM) empowers companies to influence their customers and strengthen customer relationships. Social CRM strategies are sustainable only when all stakeholders participate across the social media lifecycle.

In an article published at TMCnet.com, Infosys expert – Nishith Gupta, discusses how stakeholders can contribute to sustainable social CRM:

  • Technology: CRM packages with social media components must be offered on a portal. The thrust of social media analytics should be on sentiment accuracy and multilingual support. Core analytics integrated with community platforms, public networks, and downstream CRM applications can become a differentiator.
  • Consulting: Solution integrators must develop unified social CRM based on proprietary frameworks, specialized analytics, and platform solutions to help customers address the challenges of the social CRM ecosystem.
  • Customers: Innovative business models, combined with a co-creation approach to analytics, ensure customer-centric operations. It is imperative for CRM agents to undergo training in social media collaboration tools.


Published with the permission of TMCnet.com

Our expert

Nishith Gupta

Nishith Gupta, Associate Consultant, Oracle practice, Infosys Limited

Nishith is a process and domain consulting expert for next generation CRM solutions. He has rich experience in campaign management, customer retention, and customer qualification. Nishith is involved in Infosys Social CRM Center of Excellence. He can be reached at

Related Reading

Put customer experience at the heart of social CRM

Share the page

  • Tweet
  • Share on Facebook
  • Share on LinkedIn
  • Google+