Gearing Up for Second-Wave CRM: 3 Principles for Building the Right Foundation

Devise a strategy for how you'll manage a new CRM program and keep customer information fresh in the long term. Even more critically, know the adoption risks of any new system. Bringing a channel as massive as social media into the fold means being able to cope with its "always on" essence. Decide in advance if you have a team in place that can handle the business and legal implications of monitoring social media, or that can appropriately maintain these platforms.