Monitoring your Brand with Salesforce (April 2012)

social-conversation_300x181Social CRM… it seems to be all anyone is talking about these days.  If there’s a conversation about CRM, you can bet that it will quickly transition into a discussion on Social CRM.  But what exactly is Social CRM?  In a nutshell, Social CRM (sCRM) makes use of social media services to enable organizations to engage with their customers.

The social customer may go to Twitter with a question, a user forum with a customer service query, Facebook with a compliment, or Yelp with a complaint. 

But how are you monitoring and responding to that information?

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