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Information technology is moving towards the next generation and is attaining a new paradigm shift with the development of new technologies and its impact towards application development are inevitable. In particular, the focus on Web services (Web 2.0) are increasing and currently it is been considered as a platform rather than service, due to its capability of data integration and working jointly with other applications. This has helped the enterprise to have new dimension to their application development. Similarly, social networking is playing a crucial role and it provides organizations with the critical data to build strong relationships with their customers and partners. In this paper, we have proposed the conceptual model of social CRM system, combining the features of Web 2.0 and social networking with the current CRM system. This will certainly provide a new direction and currently organizations have started towards this direction.
Date of Conference: 28-30 Aug. 2008