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Embracing Social CRM encompasses many concepts, like working collaboratively through social interaction with customers to define your brand image, a system-wide shift in the way that customer interaction is handled, and implementing tracking systems to calculate ROI. But two of the basic principles to creating a solid Social CRM strategy for Facebook are:

  1. Understanding why people interact with brands on Facebook 
  2. Using that knowedge to define the specific ways in which you should interact with customers on Facebook to increase brand engagement
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