Amazingly my $0.02 on questions you need to answer in mapping out your Social CRM strategy still ring true:
- Where are your customers?
- Where do they go when they have issues with your products and services?
- Is that channel cost effective for you?
- How open is that conversation?
- How are you making them successful?
- What keeps them from flaming the CEO?
- How many are willing references?
- How many are actively referencing business to you?