Using CRM in the world of social media

03/27/2012 | Advertising Age (tiered subscription model)

Organizations will have to find new customer relationship management solutions to meet their social media marketing needs, writes Michael Scissons of Syncapse. "An effective Social CRM strategy must focus on better understanding, anticipating and responding to the needs of existing and potential customers by leveraging social data to create stronger, mutually beneficial relationships." Companies can start by examining customer touch points and determining their needs, he writes.

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