The Social CRM Playbook

SugarCRM

Social CRM is the response of businesses to the advent of social media and the eager adoption of the new communications channels by B2B and B2C buyers alike. It creates a new environment for customer conversations, a new opportunity to learn about customers, and a new opportunity to engage, build peer-to-peer relationships and strengthen brand perception.

In order to do all of this successfully, however, you need a strategy. That starts with some realistic goals about social CRM, commitment from your business's leadership, and a methodical analysis of your resources and of the preferences and behaviors of your customers.

It also requires you to listen-which for many businesses is the hardest chasm to cross.

This white paper will provide an outline of the broad steps you should take in building a social CRM strategy and a overview of how you can pair that strategy with technology to enable your business to practice real social CRM.

After reading this white paper you will understand:

• The five-step process for building a Social CRM strategy

• The Mythology of Social CRM Best Practices Exposed

• The Social CRM terminology explained and made simple now and over time.