The executive management team of a medium-sized business

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:

• 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.