Chapter 4. Leverage Social Media Information to Advance Your Social CRM Efforts
Social Media is having a tremendous impact on business throughout the world. The transformational phenomenon of Social Media is forcing organizations to adapt and build a definitively more customer-centered focus. The increasing use of Social Media tools and techniques is also driving organizations to leverage Social Media information as a means of progressing in their CRM efforts. Prior to digging into each of the four major steps of the Social CRM framework that I use throughout Social CRM, the framework requires an exacting definition.
Social CRM Framework
Figure 4.1. Framework Here
Step 1: Monitor Social Media Communities to Glean Social Insights
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