Chapter Nine
1 Bower, K. “Marketing Research Chart: Social CRM Is Increasingly Important for Managing Social Customer Relationships.” MarketingSherpa, Oct. 18, 2011. http://www.marketingsherpa.com/article.php?ident=32036.
2 Gartner. “Gartner Says the Market for Social CRM Is on Pace to Surpass $1 Billion in Revenue by Year-End 2012.” Gartner Newsroom, Aug. 30, 2011. http://www.gartner.com/it/page.jsp?id=1777938.
3 “About Page of Get Satisfaction.” GetSatisfaction, Nov. 2011. http://getsatisfaction.com/team/about.
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