The Social Customer

I'm no an expert on social CRM and I suspect that I'm not alone out there. Much like social media, however, anyone can claim to be an expert on social CRM these days. For a few reasons, though, I'm intrigued by the term and do think that it's here to stay. First, some of my future writing will involve this topic and I'm in research mode. Second, I'm no neophyte when it comes to customer service (more on that later).

As I survey the Social CRM landscape, it's evident to me that customer now expects companies to listen and engage with them. And don't wait too long, lest the vent on Twitter or sever the relationship altogether.