Lesson 1: Social CRM is a Strategy
Social CRM is a business strategy, it is not technology, tools or platform. Social CRM can be defined as the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty.
5 Lessons Social CRM can Learn from CRM | Dr. Harish Kotadia - 0 views
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Lesson 2: Optimize Business Processes Reason why many of the CRM implementations failed over the last decade is that the underlying CRM related business processes were not re-engineered or optimized for the CRM system
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Lesson 3: Data Quality is Very, Very (and Very) Important Any information system is only as good as data in it. We have all heard of the phrase “Garbage in, Garbage out” and this aptly describes why some of the CRM implementations failed. Not enough care was taken to ensure data quality.
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