Social CRM is a business strategy, it is not technology, tools or platform. Social CRM can be defined as the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty.
Lesson 1: Social CRM is a Strategy
Lesson 2: Optimize Business Processes
Lesson 3: Data Quality is Very, Very (and Very) Important
Lesson 4: Leverage Analytics
Lesson 5: Project Ownership and Leadership