6 CRM Steps to Great SEx

I’ve had this one up on my board for months!

Over in the Accidental Community we discuss CRM, Social CRM, Enterprise 2.0 and everything that ties them together…sometimes. In this case we were, and I thought it was worth sharing a very important contribution to the discussion. The topic was Social Experience Design and Graham Hill jumped in with 6 general steps to achieve the most powerful, uh, outcome. Here they are:

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1. Identify the actors who are involved in delivering the Social Experience (SEx). The customers is obviously one, as is the company, but there may also be other actors such as non-customers and partners. The best SEx is when they all play the appropriate roles at the right time in the right way.

2. Identify the key jobs/outcomes they use social tools to do and why they use the tools they do. SEx is becoming increasingly important to customers and partners alike. Whether this is because the social tools are better or because the alternative non-social tools are not good eno…