Brent Leary discusses how social CRM differs from traditional CRM by focusing on building quality relationships through social media interactions, analyzing the effectiveness of relationship-building activities, and creating engaging content. He outlines the challenges of finding and engaging customers in today's digital landscape. Social CRM aims to automate conversations with customers and turn interactions into meaningful relationships through personalized experiences and two-way engagement.

1. Brent Leary, CRM Essentials LLC Social CRM: Not Your Father’s Customer Relationship Management

9. Source: Brian Solis The Social Customer - Tools

12. Social CRM Example

13. Social CRM: Barack 2.0 – An Example

14. This… is the Social Customer

17. Automating Content Creation & Distribution

19. Analysis: The New Metric System WebAnalyticsDemystified.com 2008

21. Feedburner

22. Tweetburner

23. The Audacity of CRM

25. Benefits of Social Media on Customer Relationship Management Avanade – June 2008

26. Pyramid of Customer Loyalty