Social CRM: How do you plan for something more complex than Social Media?
There is a huge body of opinions today that believe there are still no real viable, clear or tangible at this point in time.
Maybe, maybe not. I do feel that success starts with a good understanding of the business objective. From that objective you can build a framework of issues, strategies and tactics. Basically you develop a direction and start to catalog your options. Based on the value and need of the business and the customer, your resources and technology investments will start to clearly present themselves. You mitigate risk when you apply a thoughtful approach to solving a very complex issue.
Analytical approaches that can help with your efforts:
- Understanding the “value-to-cost” ratio (also referred to as NPV or ROI) of the project/investment or initiative.
- Secondly, determine the volatility of the investment: make an assessment of the risk/uncertainty involved in combination with how long you can afford not to make a decision.
