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Social CRM reality check
"Some so-called “experts” apparently believe that enterprise organizations must instantly adopt social networking if they are to survive and thrive. Although social tools such as Twitter and Facebook are useful, that perspective reflects ignorance of how large companies adopt new technology.
True CRM expert, Jill Dyché, described this issue in an insightful blog post, subtitled “In which Jill watches Social CRM consultants get naked—and throws them a towel.” "
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