Social Media and CRM

A new trend is taking place in the CRM world, in which companies are using social media to augment their CRM systems. It makes a lot of sense, because their customers can discuss issues, new events can be exposed to them, and their support people can participate. Different from the traditional chat rooms, social media facilitates getting to know the customers better and encourages better participation. Some companies are using this approach successfully. For an article on this topic, please see this link.