At first glance, it seems obvious. Customer Relationship Management and leveraging social media to connect and build relationships with customers are related concepts in marketing and business. The attached slideshare is a great way to simply tie the concepts together. I especially like the concept of customer Moments of Truth – where they have meaningful interactions with companies. This presentation also does a good job at bringing together various digital concepts in marketing – paid search for acquisition up through leveraging social media channels for support and education.
My favorite slide that popped out at me is 27 – showing conversation mining for actionable insight. Quite simply, that’s the single best reason for a brand to leverage monitoring in social media in the first place. Spotted via Amnesiablog.com.
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Adam is a partner at the digital agency Rosetta, leading the Social Media practice. Adam has over 15 years of experience leveraging technology to drive and sustain business value for clients in the Consumer Product, Retail, High Tech, Healthcare and Financial Services industries. More about this blog 
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Internet Strategy, Marketing & Technology Links – Oct 20, 2009 | Sazbean
October 20, 2009