Social Media Communities

Social Media Strategy

ISM CRM & Social CRM Services

Today, more than 60% of the global population has access to the Internet. More than 76% of Internet users access Social Media communities on a weekly basis. Any organization that does not have a sound Social Media strategy struggles to acquire and retain customers, and grow its customer base.

A sound Social Media strategy includes a structured approach that leverages both public Social Media communities (e.g. Facebook, Twitter) and private, ‘branded’, invitation-only communities. “Social insights,” gathered from listening to what community members say, help companies better understand community members and others like them so they can engage more meaningfully with them. The power of a private social media community lies in transforming the conversation within an organization or with its clients from a one-way conversation to a two-way conversation, and then to a multi-dimensional conversation. A multi-dimensional conversation creates a community where members share knowledge, ideas and best practices, increasing engagement, advocacy, and share of wallet.

However, your Social Media strategy can’t be a stand-alone initiative. It must be a seamless component of an Integrated, Customer-centric Strategy that also includes Customer Experience, eCommerce and Emerging Technology initiatives to ensure that you optimally engage with each customer.

Our Offering

At ISM, we help best-in-class companies use Social Media communities to drive new sales, enhance marketing impact, and quickly resolve customer-service issues. We design, build and implement public and private Social Media communities. We integrate these communities into your Holistic Customer Profile. Most importantly, we ensure that your Social Media communities tightly integrate with all other customer-centric activities to ensure maximum customer engagement.

Sample Deliverables

  • Your overarching Social Media Community strategy, both internal and customer-facing.
  • Your 3-5 year Social Media Community strategy roadmap.
  • Your Social Media Community business justification document.
  • Selection of Social Media Community software.
  • Design and implementation of your Social Media communities.
  • Guidance re: content for your Social Media communities.
  • 24/7 monitoring of your Social Media communities.
  • Metrics for your Social Media communities.


  • Leverage ISM’s 30+ years of experience creating and implementing highly successful Social Media communities for global, best-in-class organizations.
  • A holistic, cross-departmental approach to Social Media communities, involving People, Process and Technology.
  • Cost-efficient creation and implementation of your Social Media Community strategy, roadmap, business justification document, and communities.
  • Tight integration of your Social Media Community strategy with other off-line and on-line digital initiatives.
  • Enhanced customer engagement to drive customer acquisition, retention and growth.

For additional information about our Social Media services, call (301) 656-8448, or e-mail us at