1Sep/101
Social CRM = listening tools feeding information into a CRM system
Jacob Morgan (@jacobm), Principal ofsocial business consultancy Chess Media Group, has an interesting roundup of Social CRM:
"CRM systems need to actually acquire and fully integrate listening and monitoring into their offering." This enables "listening tools [to] close the loop on customer history and response recording."
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http://scorpfromhell.blogspot.com A. Prem Kumar