The social customer is causing business to change. Since the birth of the internet, the social customer has been on a path of gaining influence everyday. This disruption of a business and consumer relationship is forcing organizations to adapt, change and evolve into a fully collaborative social business.
A social business is a natural evolution (sometimes forced) that organizations go through with the sole intention of communicating more effectively with the social customer. It involves the company's most important asset, the people of the organization starting with the leadership, organizational models and change mangement. It involves the creation of governance models, process and frameworks so that organizations can be more effecient and productive. And, lastly, it requires technology deployment that will facilitate internal collaboration, cross functional communication as well as social CRM.
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