The Definitive Guide to Social CRM: Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profits

Chapter 5. Creating Your Social Media Community in Support of Social CRM

In Chapter 2 I introduced private Social Media communities as one of the four smart ways to introduce Social Media into the organization. Here, I suggested that private Social Media communities are an essential component in the Social CRM Framework. In this chapter, I will dig deeper into the value of Social Media communities, particularly private Social Media communities.

Why Create A Social Media Community?

Here are the 10 key reasons why organizations create Social Media communities:

1. Grow revenues - Research show that members of a Social Media community are more engaged with the organization sponsoring the community and consequently more likely to buy products/services ...