Social CRM Comes of Age

Since 2003, the impact of the social communications makeover has shifted ownership of the customer/company relationship to control in the hands of the customer - which changes how businesses must respond to that customer. Discussions of the value of the company moved outside the company's walls to the enclaves of the customer who publicly chatted about the company without participation of the company in any way. The customer's conversations were no longer in control of any company.