In the whitepaper, CRM and Social Networking: Engaging the Social Customer, Microsoft gives a few suggestions for success:
Treat social networking as a new channel within CRM.
Many companies already use CRM solutions to manage customers, contacts, interactions, and communications, so it makes sense to continue to use customer management tools when these activities move into social networking channels.
Enhance and extend CRM through social networking.
While social networking activities can be considered as an additional channel in CRM, they also extend and enhance the capabilities of CRM with new ways of engaging customers and managing conversations.
Play to the strengths of both CRM and social networks.
Use CRM and social networking sites together to better listen to customers, analyze information, and respond to customers in a way that’s meaningful to them.
To download the whitepaper, click here or on the white paper image above.
To view the original source, click here.