Cover Story
Social
CRM
The Next Stage in Insurers’
Social Networking Journeys
By Joe McKendrick
Out Of the frenzied flurry Of activity
that is social networking comes a relatively new
approach that promises to help bring a semblance
of order to the countless tweets, messages, and
posts that are shaping opinions about insurers’
products and services. the approach, popularly
called Social crM, for social customer relationship management, takes typical crM—an internally generated and maintained collection of knowledge about customers and their interactions with
a company—and adds information streaming in
insurancenetworking.com
July 2011 insurance networking news 11
