The Future of Digital Media and Social CRM#

Social until now has been focused on listening, responding quickly, engaging and promoting brand building activities. I see Social switching from “defense” to “offense”; Business need to include their customer’s social activity as part of that holistic view of the relationship, the systems that support them need to take advantage of this information and account for it to help identify the most beneficial customer relationships and leverage social as a powerful channel to manage the communication and collaboration.–source