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The Definitive Guide to Social CRM: Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profits by Barton Goldenberg

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Chapter 4. Leverage Social Media Information to Advance Your Social CRM Efforts

Social Media is having a tremendous impact on business throughout the world. The transformational phenomenon of Social Media is forcing organizations to adapt and build a definitively more customer-centered focus. The increasing use of Social Media tools and techniques is also driving organizations to leverage Social Media information as a means of progressing in their CRM efforts. Prior to digging into each of the four major steps of the Social CRM framework that I use throughout Social CRM, the framework requires an exacting definition.

Social CRM Framework

Figure 4.1. Framework Here

Step 1: Monitor Social Media Communities to Glean Social Insights

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