Your decision to add Social CRM to your business has the potential to pay you, your people, your customers, and your company enormous dividends! We want to help ensure your success, and investing in this book is a great way to start. In the enclosed chapters, we are going to walk you step by step through the entire business process of choosing and implementing your new Social CRM. Let's get started!

By the end of this chapter, you should have a solid understanding of the basics of Social CRM and how it might be deployed in your small business. This will be critical, as in the subsequent chapters, you will be laying the groundwork with your team to begin the discussion of Social CRM. This will then be followed by defining your needs and finally choosing and implementing your system.

In this chapter, we will explore the following topics:

Your success with Social CRM can be quantified in a number of ways, including new revenues, increased lead generation, as well as by customer service and retention. While many of your company departments will utilize Social CRM as a tool to meet their individual goals, all departments working together will ensure that your overall targets of increasing revenues and exceeding customer expectations are realized.