Why hasn't your business embraced social CRM?
The reason probably stems from the confusion about what social CRM is and how companies can integrate online communities into their customer relationship strategies. The hype around social CRM leaves many questions like this:
- Do my customers want to be engaged by my company on Twitter?
- How does social CRM fit into my existing customer relationship management efforts?
- What are the components of a social CRM strategy? Legacy CRM? Online communities? Public social networks?
Luckily, we have the answers.