Getting closer to customers is a top priority for every businesses. Today’s businesses are fervently building social media programs to do just this. But are customers as enthusiastic? Actually, most do not engage with companies via social media simply to feel connected. It turns out, customers are far more pragmatic. To successfully exploit the potential of social media, companies need to design experiences that deliver tangible value in return for customers’ time, attention, endorsement and...
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http://delphineremyboutang.wordpress.com/2011/11/03/from-social-media-to-social-crm/
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