Social CRM - Getting Down to Reality Brian Solis - 1 views
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First, and foremost, even though most of the social web action is personal, the revolution has been a communications revolution, first and foremost, not a business revolution. As a result of this irrevocable change in the what, where, when and how we communicate, businesses need to learn how to use these new communications channels – because that’s how their existing and potential customers are communicating. Its simple really.
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1. Find out where they are communicating such as Twitter and Facebook as well as traditional channels (phone, email) and understand how to use those channels. Outreach, in other words.
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2. Find out what they need from you to communicate and provide them with the channels to do that e.g. a service community. Inputs, in other words.
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