How to Create a Customer-Centric Social CRM
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How to Define Processes That Yield Insights for Your Social CRM

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Identify the social networks on which your customers interact.

This will likely include the usual suspects — Facebook, Twitter, and Foursquare — but don’t discount newer sites like Google+ and Pinterest, or Yelp and other review sites or forums. There are niche sites for quite a few industries as well. For instance, those in the travel industry should look at TripAdvisor and FlyerTalk. Identify a few of these more narrowly focused sites and see if your audience is active there.

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