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How to Define Processes That Yield Insights for Your Social CRM

Listen to what customers are saying about you.

Before you start addressing your customers (and potential customers), listen up. What are their complaints with your business? Do they have any suggestions for improvement? And what do they love about you? Identify their pain points and favorite features to see how you can begin to give them what they want, and continue to deliver what they already enjoy.

A great way to get a feel for customer sentiment is to search Twitter for your brand name. You can identify general themes pretty quickly. Write them down, and then do a search for broader keywords and competitors. For example, representatives for a pizza place would first search for their restaurant’s name, then search for pizza and their city or state, and, finally, search Twitter for local competitor pizza chains.

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