CRM In The Age of A Socially Empowered Customer

Here is a great white paper by Sage CRM Solutions outlining the Traditional vs. Social CRM Strategies being employed in today's market. The document has a good indepth overview for those who are still not clear on what Social CRM is all about. There are some ideal Process Flows and Diagrams across
customer service 2.0 web 2.0 service delivery and support it 2.0