At first glance, it seems obvious. Customer Relationship Management and leveraging social media to connect and build relationships with customers are related concepts in marketing and business. The attached slideshare is a great way to simply tie the concepts together. I especially like the concept of customer Moments of Truth – where they have meaningful interactions with companies. This presentation also does a good job at bringing together various digital concepts in marketing – paid search for acquisition up through leveraging social media channels for support and education.
My favorite slide that popped out at me is 27 – showing conversation mining for actionable insight. Quite simply, that’s the single best reason for a brand to leverage monitoring in social media in the first place. Spotted via Amnesiablog.com.