Great idea of how to align the ABCs with the business goals. In our experience Social Listening is best when it is coupled with the sales funnel to understand how potential or current customers are engaging with your business. This allows the appropriate teams to connect with the specific individuals so the right content can be provided to the target relevant to where they are in the buying process. As consumer behavior becomes more transparent on the web, social listening will continue to add value to how businesses engage with their customer base. Great post.