Of all the many flavors of social business these days, one of the fastest growing this year is the application of social media to customer relationship management. Usually known as Social CRM, the name itself obscures the deep transformation that occurs with companies that employ the strategy with their customers. A buzzphase for several years now and one that I’ve explored here in the past, Gartner reported last week that the new industry is now set to nearly double to over $1 billion in revenue next year.
A few key precepts....