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Social CRM: the shift from inside-out to outside-in

The speed of change in this past decade has been breathtaking. Broadband Internet has rampaged through our social lives and transformed business from top to bottom.

Thomas Jefferson said that “every generation needs a revolution”. On that basis, we are fortunate to be living in a time of enormous technological and social change. 10 years ago most of us would have:

  • Watched advertisements on TV
  • Got our product recommendations from friends or magazine reviews
  • Bought goods and services on the high street
  • Paid the asking price n Fixed problems by re-reading the manual
  • Made any complaints by joining a call centre queue

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