Dion, once again, you do a brilliant job of elaborating and yet simplifying often mystifying concepts so that people can clearly see them. The one thing I'd say is that what distinguishes Social CRM from CRM is that while it accounts for the operational, it also provides the means for customers to collaborate and converse w/the company. Where it differs from E20 is that it reaches across the firewall to customers where E20 generally doesn't. They are, however, highly compatible disciples/systems/strategies and live together.
Keep up being brilliant, man. I love your stuff.
Paul Greenberg
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