{"id":64748,"date":"2011-05-06T22:01:00","date_gmt":"2011-05-07T05:01:00","guid":{"rendered":"http:\/\/customerthink.com\/questions_to_ask_when_developing_a_social_crm_strategy\/"},"modified":"2011-05-06T22:01:00","modified_gmt":"2011-05-07T05:01:00","slug":"questions_to_ask_when_developing_a_social_crm_strategy","status":"publish","type":"post","link":"https:\/\/customerthink.com\/questions_to_ask_when_developing_a_social_crm_strategy\/","title":{"rendered":"Questions to Ask When Developing a Social CRM Strategy"},"content":{"rendered":"
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Social CRM means different things to different people. If you ask three people to explain social CRM chances are that you’ll get four different responses. The thing to remember is that all of this “social” stuff is about solving customer facing problems that address people’s change in behavior, expectations, technological fluency, and communication methods. These problems are solved with strategies that include BOTH new technologies (such as Facebook, Jive, Lithium, Twitter) AND older technologies (such as CRM systems).<\/p>\n While there is no strategic blueprint or “one size fits all” approach that organizations can adopt, there are a few key questions that organizations can ask themselves around 5 key areas: business goals and metrics, culture, technology, rules and guidelines, and workflow and process. These are by no means the end all be all set of questions, however going through and addressing these issues will make sure that your organization is on the right path to developing a holistic strategy around the social customer.<\/p>\n Feel free to pick and choose, adapt, edit, and modify anything and everything below so that it best meets your needs because at the end of the day that’s really the only thing that matters. If you have additional questions or comments to bring up please send leave a comment!<\/p>\n These questions should prove to be a good starting point for organizations looking to get involved in social CRM. This may not cover everything and in fact you might find that some of these questions are not that relevant to you, that’s fine. Instead look at this as a starting point for your social business discussions, pick and choose what you think are the most important elements to discuss. However, even though you may not choose to address all of the questions you should at least address things under the 5 areas mentioned above.<\/p>\n This doesn’t need to take days or even weeks to address. All of these questions can be addressed in a few hours with the relevant stakeholders in the room to provide responses and address these key issues. If you’re organization is serious about moving towards social business, then it’s better to have some guidance along the way, I really hope this helps!<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":" Social CRM means different things to different people. If you ask three people to explain social CRM chances are that you’ll get four different responses. The thing to remember is that all of this “social” stuff is about solving customer facing problems that address people’s change in behavior, expectations, technological fluency, and communication methods. These […]<\/p>\n","protected":false},"author":6965,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,14,117,101],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/64748"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/6965"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=64748"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/64748\/revisions"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=64748"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=64748"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=64748"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Business goals and metrics<\/h4>\n
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Culture<\/span><\/h4>\n
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Technology<\/h4>\n
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Rules and guidelines<\/h4>\n
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Workflow and process<\/h4>\n
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