Most large organisations have a Customer Relationship Management (CRM) strategy supported by one of the established CRM platforms like Microsoft CRM or Salesforce CRM
The big challenge is how to integrate your CRM system with the rapidly evolving Social Media ecosystem.
This is very difficult – but there will be huge rewards for companies that can make “Social CRM” a reality. Some Postal and Express Parcel companies think that giving a couple of their Customer Service representatives a Twitter account “ticks the box” but they are completely wrong.
A good friend of mine Don Wiid – is an expert on CRM systems and I have asked him to join us on this discussion – so please ask questions