- Resolution 2012:The Dynamic Customer Service Experience Framework ” Mitch Lieberman (serve4impact.com)
In another article — Social CRM: An Introduction — I talked about what we mean by social CRM and tried to come up with a workable definition.
If you’re coming at this from a CRM-centric mindset (which I am), a good way to think of social CRM is that it considers information in the various social media as meta-data about your customers and potential customers. In Dynamics CRM terms, this very quickly leads to concrete thinking as follows:
If you’re just getting started with social CRM, it’s best to keep it simple at first, so here I’ll describe possibly the Simplest Ever customization of the Dynamics CRM contact