Part IV
Measuring the Impact of Social CRM
In this part…
This part is for the number-crunchers, the people who track campaigns, the ones who want to figure out the ROI. Because social CRM emphasizes relational goals over transactional goals, figuring out how to define metrics for social CRM can be tricky. The massive influx of data you can pull for social media sites can seem daunting as well. In this part, we help you sort the wheat from the chaff. Decide what social data your business needs to pay attention to based on your goals. Then discover strategies for using these metrics in your company's analytics.
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