Social CRM: Customer Relationship Management In The Age Of The Socially - Empowered Customer

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Executive Summary

Adding a social media strategy to CRM initiatives is critically important to doing business in the 21 century. People like doing business with people they like, and love doing business with people they trust. But how do you get people to like and trust you enough to do business with? That's the dilemma many business people find themselves in. They're great in "Face to face" situations with customers and prospects. But that doesn't help them connect with the growing number of social customers using the Internet to discover products, services, and companies that can help them solve issues.

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