Social Web in the Future

In the past we were in CRM mode, meaning concentrate data and process on Customer Relationship by software, ERP, organisation, management …

In the future we will in SRM : social relationship management : more social connectivity, more abilities to share and develop arround communities and influencers. But with one difficulty more, we will have to manage the instant relation. In the past the customer was behind is email address, now he’s behind his tweet tool.