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2011 forecast co-creation collaboration comparison crm customer experience customer service facebook groupon integration klout score linkedin loyalty mobile retail sap social crm social marketing social media social monitoring social shopping strategy streamwork survey twitter value add value co-creation value network

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Short About

Social "CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company's response to the customer’s ownership of the conversation."

- Paul Greenberg

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