Is Customer Service the new Public Relations? At the recent CRM Evolution conference, several of the speakers developed the concept that "Customer Service is the new Public Relations" (several others have written about it as well). Broadc...

How social media affects relationships? Business people pursue relationship but what they’re ultimately seeking is trust. That is to say, they use relationship to reach customer trust, which is the holy grail of success sales. Trust is essentia...

Twitter is transport more than interaction tool When Wired Magazine recently declared on its cover "The web is dead", it really meant that the Internet is becoming primarily a transport infrastructure and that applications (be it an iPhon...