In this part…

This part is your bird's-eye view of social CRM. You find out where CRM has been, what social CRM looks like today, and where social CRM is likely headed a few years from now. We help you understand basic priciples of social CRM, and in doing so, you may begin to develop a picture of what your business's social CRM strategy might look like. No big change comes without a few challenges, so we help you understand the common ones and offer tips to help you work through those successfully. You also find an introduction to social customers: their habits, their preferences, and their reasons for interacting with brands in the social sphere.