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?