Hi John,
No question, without some way to understand what's happening in the community, there's no way to ensure that customers are getting consistent treatment or for managers to understand if the desired (or also, unexpected) business results are accruing.
Social CRM efforts will need to have some form of analytics, reporting, and tracking in order to be successful.
Best,
Dion Hinchcliffe
Discussion on:
Message 6 of 1
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