3 Social CRM Lessons From a Real-World Community

[ECTNews]

 We get so wound up talking about the value of online communities for social CRM purposes -- for instance, in building loyalty, identifying potential leads, and improving the quality of service our businesses deliver -- that sometimes we forget that they're really scaled-up versions of actual communities. The metaphor is almost perfectly realized from real-world to online, but we still often fail to make some obvious connections between the two. That leads to awkwardness, inappropriate behavior and other faux pas that can impact the bottom line.