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ImageThe Social Web has removed a lot of the stability, structure and control that once characterized CRM. Traditional CRM has featured elements of communication and feedback tracking, but they have always relied on structured tools for participation and recording actions andoutcomes. Now, customer relations exist across a wide assortment of platforms and conversations where the business must radically adapt if it is to practice any kind of management. In this webinar, our panelists will assess the new CRM - its potential and its limits in the context of a customer-defined playing field. Tune in and bring your questions as we explore the following issues:

  • Where does CRM live in a socially savvy business?
  • What CRM tools and practices have become outmoded and how are they being replaced?
  • Are there any boundaries between CRM, marketing, PR and CS on the Social Web?
  • How has the customer’s role changed in the relationship?

About the Panel:


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Mike Lewis, VP of Sales and Marketing at Awareness, Inc.
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Leslie Poston, Founder of Magnitude Media, Speaker, and author ofSocial Media Metrics for Dummies.
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Paul Gillin, Trainer and B2B social media marketing coach, author of three books on social media marketing including his most recent book Social Marketing to the Business Customer.
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Brent Leary, is a CRM industry analyst, advisor, author, speaker and award winning blogger. He is co-founder and Partner of CRM Essentials LLC
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Taulbee Jackson, is the founder and CEO of Raidious, the company that managed the social media efforts for the 2012 Super Bowl.