Jeremiah Owyang is in my opinion, the best business analyst on social media strategy. Check out this short presentation.
Here’s a particularly interesting slide on how to decide whether to act in responses to customers social media messages:
Here are more interesting links by the same author below if you want to learn more.
Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management
A Chronology of Brands that Got Punk’d by Social Media
And his twitter account: @jowyang