Social CRM – Is the Customer Finally In?

1to1media.com
Narinder Singh, chief product officer for Appirio, sums up FB: "If there are 150 million people in a room, you should probably go to that room." To explain this point, imagine I am a Harry Potter fan and I have added "friends" in FB who share my interest in Harry Potter books. My "friends," who also belong to a wider group of children's book readers, link me to other members of this group, some of whom have "chucked" me some recommended books. ("Chucking" is basically an application that enables you to send names of books with online reviews, ratings, etc. to "friends".) I have now updated few "chucks" with the status "like to buy." Any marketer with access to this "social" data will not only be able to find out what I'm interested in buying now, but can also obtain information about other people in my network, i.e. my "friends" who have similar interests (prospects).