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

Chapter 9. Social CRM Software Selection and Vendor Negotiation

Once the organization has completed its Social CRM strategy it will be necessary to select a Social CRM–software application. In addition to standard CRM sales, marketing, customer service, and business analytics, functionality will also leverage social insight coming from public and private Social Media communities to the organization to better engage with customers. Software selection requires that the prioritized business functional requirements have been gathered and that the desired technical features have been identified. This implies that executives and front-line personnel from sales, marketing, customer service, and other departments have been work together to ensure that ...