In traditional CRM, there will be operators that maintain
the relationship. Based on the information from the sales team
or field workforce (engineering support), they will SCRUD
(search, create, read, update, or delete) a relationship. This is
really an exhaustive way to gather information and store it inCRM. While there is such abundant information in The
Internet, it will be prudent to gather such information from it
and create the profiling and relationship based on them.
Nowadays, traditional CRM has evolved into social CRM,
where the CRM not merely contained its information, but also
interact with social media to optimize their work. This paper
will address how a social CRM can benefit from the
information gather from the Internet. Such information can
lead to a new sales and find prospective customer. Where
social CRM only gather the information manually through
operator, this new perspective will allow social CRM to gather
information automatically using data mining.