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The Social CRM Playbook
This white paper will provide an outline of the broad steps you should take in building a social CRM strategy and a overview of how you can pair that strategy with technology to enable your business to practice real social CRM. But beware: because every group of customers is unique, and because every business approaches the ideas of social media in different ways, there are no best practices for social CRM. The best practices you develop for your business will be almost impossible to transplant into another organization—but that's an indication of the competitive advantage you can gain from working hard to develop an approach that works for your business.