With consumers across industry segments embracing social media and peer networking to express and shape opinion, businesses need to employ a customer-centric social media strategy to gain and retain next-gen customers. Not only do online communities and forums provide insight into customer opinions but they also open avenues of communication that enable wider brand building and product innovations that may not have been feasible before. Companies seeking to leverage the potential of Social Customer Relationship Management (SCRM) to engage customers and increase customer loyalty need a structured approach for adoption and implementation. Infosys’ SCRM Adoption and Implementation Approach provides several service offerings that equip companies from any domain with the process and technological tools required for a seamless implementation. A successful SCRM initiative can lead to enhanced brand equity and greater customer satisfaction.

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