Why the need to add "Social" to the term "crm"?

1. Yes, it is always about the customers and they have always been social. But unfortunately, the businesses haven't been. Its always been increasingly inside-out ever since the advent of the industrial revolution, the firm / the company and mass media. These advances made the businesses product centric and company centric. The conversation has ever since been around the product or the company. (Read Full Article)

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