DISCUSSION QUESTION

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

1. What are the best steps to identify customers and the different ways they used to contact your company? Defend your answer.
2. Explain to the executive management team how the steps you recommend will be incorporated in the organization's ERP (Enterprise Resource Planning).