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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 8. Getting Your Social CRM Strategy Right

Organizations often embark on a Social CRM initiative without having a clear vision of where they want to go and how they intend to get there. These organizations are the ones that end up reporting that their Social CRM implementation results are below user expectations. By now, this should not come as a surprise.

There are organizations, on the other hand, that take the time to properly define a Social CRM vision and use a structured methodology to create and realize their Social CRM strategy and implementation road map. Not surprisingly, these organizations tend to be ones that report implementation results that exceed user expectations.

A Social CRM strategy takes into account the business ...

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