When talking about social CRM with people, the first company that is mentioned often is Salesforce.com. It is weird to see how people link a topic such as social CRM immediately with a company or platform.
However, social CRM is much more than that. Yes, it is also about having a holistic and multichannel view on your customers and prospects. And, yes, it’s about social networks and CRM platforms too.
But most of all, at least according to me, it’s about a customer-centric mindset.