Month: March 2011

Why CRM ain’t CRM if it isn’t Social

Almost a year back, I wrote about how four independent trends, namely Social Media, Smart Phones/Portable Devices, Cloud Computing/SaaS and Predictive Analytics were converging and brining about a Paradigm Shift in CRM (for more, see my post titled CRM Paradigm Shift). Between then and now, we have seen a lot happen due to this convergence. Customers empowered by Social Media

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