CRM + Social = Customer Insight & Intelligence

Today's organizations, especially those in consumer businesses, are faced with unique challenges. The business environment itself has changed significantly. Any sizeable organization today has a diverse product portfolio that is offered through multiple channels. Its own business operations are often silo'ed and enabled through multiple legacy systems that do not necessarily talk with each other. How many times have you struggled with multiple User ID's and passwords for different accounts with the same bank? While organizations struggle to build a unified customer view from within the organization itself, Social Media has bestowed immense power into the hands of the customers. Organizations need to understand the social influence of their customers and pay attention to what their key customers are saying in the world of social media.

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