The Evolution of the Social CRM Process
Social CRM is first and foremost a strategy; the technology piece always plays second fiddle. The next addition in the process is the CRM system, which actually needs to come into play in two parts (not one as seen above) of the process; once before the information gets to the human making the decision and then again after the response has been sent out. Finally, the addition of “business rules” to help govern and dictate the response was also missing. So taking all of these things into consideration (with a few other minor tweaks), the new social CRM process looks like this:
