Social CRM Strategy Max Effgen, July 9, 2012 Social CRM came up in a recent conversation. Microsoft’s acquisition of Yammer and Salesforce’s multiple buys in this area has validated a market that was a huge question mark 3 years ago. Like any business process application I recommend that following: Keep it simple. Know your customers. Show them the love. Ask yourself if you can honestly answer these questions. They will help guide you CRM, social or “traditional”, strategy: Where are your customers? Where do they go when they have issues with your products and services? How open is that conversation? How are you making them successful? What keeps them from flaming the CEO? How many are willing references? Where is your organization’s focus? CRM