In this chapter, we discussed how important it is to lay the correct groundwork, the foundation so to speak, within your business prior to actively beginning the process of selecting and then implementing your Social CRM. Let's recap the important points:
It will be very difficult to determine how we are going to get to "point B" without first determining our current location on the map. Take an inventory, and do this for every individual who will be using your Social CRM as well as for your company, of the present status of your representation on the social channels that you will be utilizing. After completing this list, create a plan to fortify your weak areas and fill in your coverage gaps.
Company personnel who interact with customers as well as those who interact with each other in the direct pursuit of exceeding customer expectations are excellent candidates to be SCRM users. Make a preliminary list of people within your organization who will be candidates to use your SCRM and...