Gartner Research

Seven Steps to Establish a Social Strategy for CRM

Published: 23 June 2016

ID: G00309171

Analyst(s): Jenny Sussin


Organizations of all sizes, from all industries, and from countries around the world have spent the past decade developing social media strategies. IT leaders must understand social media's impact on the business and how to establish a social strategy that supports CRM.

Table Of Contents
  • Key Challenges



  • Identify the CRM Business Problem That a Social Strategy Will Solve
  • Align Your Social CRM Goal With Existing Objectives and Initiatives
  • Support the CRM Initiative on Both Social and Traditional Channels
  • Measure or Collect the Baseline Metrics for the Process or Product
  • Establish Your Target Improvements
  • Determine a Response and Escalation Strategy
  • Identify Supporting Technology

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