Questions to ask: Social CRM Max Effgen, October 30, 2011 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? Any others? CRM CRMsCRMsocial