The Definitive Guide to Social CRM: Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profits

Introduction

For the past 30 years I have had the honor of participating in the CRM industry. During that time it has been my pleasure to work with the world’s biggest and best corporations on their CRM efforts (visit www.ismguide.com for a client list). I have chaired dozens of industry conferences, made hundreds of keynotes, and have written many columns and articles for numerous magazines. But nothing has given me as much gratification as publishing industry-related books. My first book, CRM Automation, was published in 2003; the second, CRM in Real Time, was published in 2008. Both of them forecast the next waves in CRM.

My new book, Social CRM, focuses on the third wave in CRM: the integration of Social Media and CRM. This wave has already ...