Rapidly becoming a business necessity, social CRM strategy development and implementation can be a daunting task. However, today's consumers are demanding that companies engage with them through their preferred channels and businesses choosing to do otherwise will be left in the dust. Not just a begrudged necessity, customer network engagement represents a powerful opportunity for any business with a well-planned social CRM strategy. Improved intelligence resulting from such engagement can be utilized in important ways to improve profitability and customer retention. This paper briefly defines social CRM, explains what all the fuss is about and sets forth some best practices and common pitfalls to avoid. Finally, a case study is presented as a best practices example of social CRM strategy development and implementation.