The social channel via social media such as Facebook posts, Tweets or social collaboration sites are changing customer relation-ships-in other words social CRM. The customers are in charge, and are influencing each other in their buying decisions in a way that has not existed on a large scale since the early 20th century when word of mouth served as the primary product and service information channel. To help contact centers understand what social channel/social media and social CRM is about and what is happening with them, Customer Interaction Solutions magazine reached out to a range of thought leaders to get their insights. Here are the highlights:
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