Social CRM: The New Rules of Relationship Management

Social CRM: The New Rules of Relationship Management

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What Defines Social CRM? http://johnbell.typepad.com/weblog/2010/03/what-defines-social-crm-.html

Brent Leary at Inc.compares traditional CRM and Social CRM:

"And with multiple people “touching” the customer for various reasons, it quickly became important to be able to track activities, appointments, potential deals, notes, and other information.  Consequently, traditional CRM grew out of this need to store, track, and report on critical information about customers and prospects.

Social CRM is growing out of a completely different need -- the need to attract the attention of those using the Internet to find answers to business challenges they are trying to overcome."