(^229) ■
SOCIAL CRM

9

Social CRM

Beginning with a definition, this chapter explores

Social CRM, along with the tools and best prac-

tices that enable it. You’ll see how to create a plat-

form for business intelligence and customer-led

design. Whether you’re running a local pizza shop

and want to know how to deliver a consistently

excellent experience, a nonprofit seeking to drive

donations and participation, or a Fortune 500

company looking to win globally, the combination

of off-the-shelf tools and a bit of creative wizardry

will provide a leg up.

Chapter Contents

Social CRM and Business Design

Social CRM: A Social Extension of CRM

Enterprise 2.0 and Internal Collaboration..................... CONTENTS