Read a great article this week by Mark Fidelman about the customer journey in the social world (infographic). As you all know, SOCIAL (internal business related social in particular) is one of the hottest topics in the CRM space and will be for all of 2013. With Microsoft’s purchase last year of Yammer, more and more will be rolled-out including strong integration with Microsoft Dynamics CRM as a key priority. This is a very good read and will give you a better understanding of social for business. You can find the entire article here.
Four key points the author makes is around:
- Integrated customer experience
- Open processes
- Social business tools
- Data-driven decisions and insight