The executive management team of a medium-sized business wants to be more customer focused in the marketplace.

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: 

• What are 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.