Social CRM is a new frontier of digital marketing that has recently been getting a lot of attention.

To paraphrase Paul Greenberg, author of CRM at the Speed of Light, social CRM is a business strategy designed to engage the customer in a collaborative conversation and provide mutually beneficial value in a trusted & transparent business environment. Basically, it’s the company’s response to the customer’s ownership of the conversation.

Consumers continue to adopt social technologies at a blinding speed – and often organizations are unable to ke…