Innovation is Highest and Best Use for Social CRM

Social CRM, or using social media for customer relationship management, has a variety of potential uses, including for innovation. While many uses of social CRM are more tactical in nature, such as monitoring and responding to social media campaigns, there are also opportunities for gaining insights and co-creating value with customers. By tapping into external feedback and understanding what needs a company's products are fulfilling, organizations can better design products and businesses to stay ahead in their markets. As a result, innovation may be the top beneficiary of any social CRM effort.