Abstract— Globalization and the increasing competition as a consequence of globalization leveraged the customers as precious value. Therefore it is necessary to manage customer relations effectively by creating sustainable long term value based relationship, increase employment in this specific area, provide value added services for the customers at every single connection point. Organizations that adopt customer-centric business models perceives it mandatory and tend to adopt new channels to their current communication and interaction systems over social media interact with their social customers through virtual networking, increase their customer database over their social customers, create a transparent communication platform based on trust, provides customer interactions through mobile devices and integrate internal processes to social networking in order to reach these objectives. This study evaluates the new business approaches in social media and mobile technologies in CRM along with the prevailing factors as well as the newly developed social media solutions of the companies that effectively uses social media channel and integrates CRM interaction to mobile device applications. Along with these lines, this document further evaluates the results of the new products, new services and new approaches of the organizations following the generation of innovative solutions through socialization and mobilization of customer interactions.
—Component, crm, social media, social crm, mobile application