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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 13. Understanding Business Process Review

The success of any organization’s Social CRM initiative depends on the quality of existing and future business processes that lead to the marketing, purchase, payment, and use of the organization’s products and services. Social CRM provides the opportunity to enhance existing processes and create new ones that leverage Social Media’s explosive growth.

The following 10-step business process review methodology provides general guidelines for the activities that must take place to achieve Social CRM business-process excellence.

10-Step Business Process Review

Step 1: Meet with the Business Process Participants to Plan an Initial Schedule

Meet with key business process–review participants to determine ...

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