empowered customers, challenges this fundamental raison d'etre. This paper examines how CRM needs to adapt to the rise of social media. The convergence of social media and CRM creates pitfalls and opportunities, which are explored
empowered customers, challenges this fundamental raison d'etre. This paper examines how CRM needs to adapt to the rise of social media. Theconvergence of social media and CRM creates pitfalls and opportunities, which are explored