While we increasingly adopt the social tools such as Facebook and Twitter as a method for connecting with other users to post and ask for information on products and services, companies are finding it hard to catch up with the fast paste of the social web. As a result, they continue to see customer attrition and get left out of the conversation.

In the newly published report “Social CRM: The New Rules of Relationship Management”,  Jeremiah Owyang and Ray Wang of the Altimeter Group advocate tha companies should take an organized approach using enterprise software that connects business units to the social web.

7 categories that tie directly to real business use cases

The report , which took six months to complete,  reviews 18 use cases for using social CRM tools including: marketing, sales, service and support, innovation, collaboration and customer experience.  See it embedded below (under open-research license)

18 use cases of social CRM - Is your company involved in the social web?

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Eze Vidra

Head of Google for Entrepreneurs Europe and Campus London at Google
Eze is the Head of Google for Entrepreneurs Europe and Campus London. In 2005, he started VC Cafe to shine a spotlight on startups and Venture Capital in Israel, and in 2012, Eze founded Techbikers, a non-for-profit that supports education through cycling challenges for techies.
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