The Emergent Evolution of the Social Customer

Companies must be prepared to act and react as customers take command of the business relationship through social CRM

Social CRM is important to business, but there is something else that must be understood: Social CRM is a science of business. The reason it exists is because of a revolution that doesn’t stem from business, but instead is in how we communicate—a social revolution that affected every single institution that we deal with—economic, social, political, and business, among others.