With the worldwide explosion of social media usage, businesses are
feeling extreme pressure to be where their customers are. Today, this hub
of customer activity is increasingly located inside a social media site.
However, using social media as a channel for customer engagement
raises interesting challenges for traditional CRM approaches. With
social media, customers (and their highly influential virtual networks),
rather than companies, are now driving conversations. Companies need
to embrace this shift with a new strategy, Social CRM, which recognizes
the role of business today is to facilitate collaborative experiences and
dialogue that customers value.
Original post to be found here at IBM’s Website