The implementation of a Social CRM strategy

Customer Relationship Management (CRM) is necessary today in Tunisia and in particular in the banking sector, as elsewhere, to face the ever fiercer competition; as well as the integration of social networks, at all levels of the marketing strategy. These two notions gathered in one, lead us to the concept of Social CRM. In this project, I have tried to talk about this new concept which allows to facilitate the customer relationship in different sectors such as the banking sector.