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« On Profit Maximization, Sustainability, & Social Enterprises | Main | Friends, Connections, & Followers - Who Do You Let In? »

January 29, 2009


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Thomas Power

The Social Organization is brilliant. Spot on.

Nigel Walsh

An interesting point, and I do think being addressed by some of the players in this space, check out the new Service Cloud from and the SocialCRM initiatives from Oracle .. Both very interesting..

Oracle SocialCRM:


Rachel Happe

Hi Thomas & Nigel - Thanks for stopping by and for the links. The CRM companies are extending their reach to pull in information from Facebook and others.

I do have some questions about the approach - i.e. do users know that their personal information is being mined by corporate CRM systems and how do they feel about that? Are traditional customer service agents empowered enough to make this approach successful?

It will definitely be interesting to see how it all plays out!


Brands still don't understand the importance of getting the model of trust right. The reality is that they themselves must become like networks in order to truly understand how to exploit other networks.

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