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"Businesses don’t care what you call Social CRM or CRM or how you define it. They care what they call it and how they define it." To me this captures the overall sentiment, not only do businesses not care what it is labeled, the social customer/audience could care less about the label. The care more about successful engagements with a channel of choice. I too agree that the conversations need to come down from the 30k feet level down to a "show me the money!" day in the life of effective collaboration and successful outcome. Customers today and certainly the customers of tomorrow (youth, I have 3 teenagers) do not call it anything, they EXPECT it! Anywhere, Any channel or device all the time.
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Aug 16, 2010