A few weeks ago I wrote about theSocial CRM Process (read this first before moving on) which received quite a lot of attention and feedback from the online community. The process that I have created has since evolved to incorporate some additional ideas and elements which were originally missing. I incorporated some feedback from the online community and specifically from my colleagues such as Mitch Lieberman and Esteban Kolsky. If you recall, the originalsocial CRM process looked like this:
I thought this was a great starting point (which it was) but there were a few key things missing here. Take a moment and see if you can figure it out before moving on.
I think the biggest issue with the above process diagram is that it makes the assumption that social CRM is all about social media, which is absolutely false.
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