The Evolution of the Social CRM Process | CloudAve.

A few weeks ago I wrote about the Social CRM Process (read this first before moving on) which received quite a lot of attention and feedback from the online community.  The process that I have created has since evolved to incorporate some additional ideas and elements which were originally missing.  I incorporated some feedback from the online community and specifically from my colleagues such as Mitch Lieberman and Esteban Kolsky.  If you recall, the original social CRM process looked like this:

I thought this was a great starting point (which it was) but there were a few key things missing here.  Take a moment and see if you can figure it out before moving on.

I think the biggest issue with the above process diagram is that it makes the assumption that social CRM is all about social media, which is absolutely false.

Continues @ http://www.cloudave.com/link/the-evolution-of-the-social-crm-process

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