http://www.socialcrm.net/2009/10/social-crm-lets-not-dilute-term-to.html

http://123socialmedia.com/2009/01/23/social-media-policy-examples/

Ogilvy On: Facebook for Business
View more documents from 360digitalinfluence.

http://johnbell.typepad.com/weblog/2009/10/social-irm-influencer-relationship-management-pt-2.html

“With Enterprise 2.0 tools the asset being leveraged is employees. With sCRM the asset being leveraged is the customer”
http://www.estebankolsky.com/2009/09/22/what-social-crm-means-for-the-it-department/

http://notizblog.socialwebworld.de/2009/07/22/pr-20-as-a-true-convergence-of-pr-and-the-internet-interview-with-deirdre-breakenridge/

http://mjayliebs.wordpress.com/2009/09/09/enabling-social-crm-is-a-convergence-of-enterprise-2-0-and-crm/

http://cas.psu.edu/docs/casadmin/NSO/MktgModel.html
http://www.12manage.com/methods_levitt_relationship_marketing.html
marketing relationship model vs crm:
http://www.articlesbase.com/marketing-articles/customer-relationship-marketing-1046391.html

9_Key_CRM
5b-2_crm%20productivity%20%20profitability_for%20wise%202006
customer_service_meets_social_media
CRM Maturity
contact_center_09
360i-Social-Marketing-Playbook

Intent driven social media – “mre thn twice as mny people go online to socialize thn to do busines (39%) or to shop (31%)”
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