By this point, you should have a solid fundamental understanding of Social Business and how Social CRM (SCRM) will allow you to manage and leverage these fantastic new opportunities! This chapter will describe the first steps that you will want to take prior to choosing your SCRM, let alone thinking about implementing it. In fact, these steps will help ensure the right choice of a Social CRM, its successful implementation, and your business being able to realize the long-term benefits of this system.
We will discuss how to do the following:
Assess your Social Business status
Identify who in your business should be using Social CRM
Choose who will take the lead on this initiative
Discover those networks frequented by your customers
Get buy-ins from your users
Each of these is a critical step in the process, and skipping steps will likely result in a negative experience for you, your people, and your company; so, don't skip steps!