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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 10. 10 Steps to Effective Social CRM Implementation

Social CRM remains a mystery to many corporate executives despite its many benefits. Why? Mainly because the technological issues associated with automating Social CRM tasks intimidate them and because they have not had an opportunity to review a structured approach to successfully implement Social CRM. That’s why I have developed a 10-step approach to help organizations implement Social CRM successfully.

My experience suggests that when executives follow these 10 steps, they greatly improve the likelihood that their organization’s Social CRM implementation will succeed. My experience also indicates that missing any of these steps greatly increases the likelihood that the Social CRM ...

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