In this chapter, we defined Social Business as the business-related application of social media. Being a social business, in essence, means that we will take those practices that we already excel at in real life, and we will then utilize the social networks and Social CRM to leverage these in our quest to consistently exceed our customers' expectations. Here are the key points to take away from this chapter:
Strategies employed by a social business are both external (customer facing) and internal (company facing), and it is critical that all company departments work in concert to meet company goals, particularly as they pertain to our level of customer satisfaction.
The social networks themselves (LinkedIn, Twitter, Facebook, Google+, and so on) are some of the vehicles that we will be able to use to discover new relationships and opportunities and continue to nurture both. Social networking augments, rather than replaces, our traditional sales, marketing, and customer-service activities...