Without a change in expectations, social CRM is destined to fail
Jeff Esposito
FEBRUARY 27, 2013
Last week a good friend posed a question in a social group about a company not getting back to her after tweeting to them about a duplicate charge. While I felt her pain, I went on a rant of my own about social CRM and the expectations that we have. My Klout or Kred score does not matter.
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