With the explosion of Twitter, Facebook and other social media outlets affecting customer relations and customer communities, it's no wonder many CRM professionals remain confused about the new technologies. How do you build a business case for these technologies – when hard ROI is often hard to calculate? How can you effectively manage these new channels with your existing staff? And is it all worth it?

In this e-book, find out more about:

• What new social media outlets for customer feedback mean for CRM
• Making a business case for using online customer communities
• Best practices for managing online customer communities and social CRM
• Expert advice on implementing social media programs successfully