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Monitoring, Management & Promise of Social CRM

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A presentation by Todd Van Hoosear, with Dan Bruns of Mzinga. Van Hoosear provides an overview of the rise of Social CRM, from content creation to monitoring and reporting, platform integration and now workflow management. The unified view of the customer is still a destination which has not been reached. He then presents the 5 “I” of Social: Information, Interaction, Integration, Influence, Insight.

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