Get to Know the Audience When Forming Social CRM Strategy, by Dayna Steele (@daynasteele) “Social CRM” has been converging with regular CRM for some time now, and businesses must understand how social fits into their customer strategy. Dayna provides an example of the new age customer, describing her son as someone who “doesn’t watch TV, read newspapers or subscribe to magazines; yet he is intelligent, informed and well-employed. He gets information via his phone, and he is a professional with money to spend – money to spend on your products and services.” To help companies transition their strategy to embrace social CRM, Dayna provides suggestions applicable in both the social and traditional customer worlds; figure out who your customers are, discover their communication preferences, learn how to use the platforms your customers spend time on and don’t tie social media platform strategies together and optimize your website for mobile.
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