Guide to Understanding Social CRM
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Overview: The word 'social' is likely the most over used word of both 2009 and 2010, and we are not even half way done with 2010. A simple Google search for "social" returns almost one billion results. This is reminiscent of a simpler time when we put an 'e' in front of everything, way back in 1999. How then do we move beyond the hype and help companies to understand what "social" is, and what it means to a modern company.
At the highest level, social means that each company needs to understand that they lead and participate within an ecosystem - this is the new normal. If they do not already, companies and organizations need to understand why this is a reality, and understanding is a necessity in order to grow and prosper.
This paper presents the foundational components of Social CRM and lays the groundwork required for your company to build and maintain long and valuable customer relationships. We build a strong case as to why Social CRM is relevant to companies today and why it is one of the most pivotal concepts to understand in business today. It is intended to meet the needs of both someone new to the concepts, as well those requiring a comprehensive guide. Our hope is that you will find this paper serves as a starting point for your company to begin engaging deeply with your customers.