26 Tips for Adding Customer Service to Your Social Media Strategy

Some very useful points here.

I like the last two points:

#25: Why measure

For community management to be successful, we need to regularly measure our efforts. Dion Hinchcliffe writes, “If you aren’t looking at overall levels of participation, growth rate of new members, making lists of the recently disengaged and following up on them, etc., then you aren’t managing your social environment. Understanding the overall health and momentum in your community, directly responding to it, and doing it every day will be vital for the long-term success of your effort.”

#26: Zealous

Social CRM requires dedication and devotion. Be zealous about maintaining good customer relationships.