Customer Relationship management

Please respond to the following:

The executive management team of a medium-sized business wants to be more customer focused in the marketplace. Because you oversee the CRM (customer Relationship Management), you have been assigned to support the newly created social media marketing plan:

• Describe the best steps to identify customers and the different ways they use to contact your company. Defend your answer.
• Explain to the executive management team how the steps you recommended will be incorporated in the organization's ERP.