not part of the CRM value proposition given before. The strategy behind Social CRM is to be opened with the client, to be …Social CRM tools provides us with the means to capture data about profiles and to create the maps of customer … experience for individual customers. Based on history, CRM could not do it. It might be gathered all transactional data, but …

processes -- The need for a CRM strategic framework -- Process 1: the strategy development process -- Process 2: the value … CRM -- Chapter 2: The strategy development process -- Chapter 3: The value creation process -- Chapter 4: The multi …: Organizing for CRM implementation -- Checklist for CRM leaders -- 2. The strategy development process -- Business strategy -- The …