This is what I'm talking about. Here are businesses that are using social media to help their customers (by making social media part of their Customer Relationship Management processes) and also make it easier for customers to help the business make the right choices about current and future products. Help is the operative word here.
SiliconRepublic.com: Social networking to feature at heart of CRM strategies - CIO.
SiliconRepublic.com: Social networking to feature at heart of CRM strategies - CIO.
Businesses will need to start integrating social networking services like Twitter and Facebook – not to mention the ones that have yet to even be born – into their sales and CRM strategies, Salesforce.com believes. Two weeks ago, Salesforce.com unveiled a new paradigm – knowledge as a service – and revealed a new Service Cloud that allows businesses to use Twitter and Facebook as part of their sales channels.