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Social CRM
9 Beginning with a definition, this chapter explores 229
Social CRM, along with the tools and best prac-
tices that enable it. You’ll see how to create a plat- ■ ╇ S ocial C R M
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
Build a Social CRM Program
Enterprise 2.0 and Internal Collaboration
