Forrester Analyst Jeremiah Owyang projects that in two years, social networks like Facebook and Twitter will become even more powerful than company websites and traditional CRM systems.  Customer relationships will be built on these platforms and growth will be driven by community and individual brand advocacy.    xRM comes into play again in this new era of “Social Commerce”—it’s a framework that can manage all existing relationships and pave the way for developing new ones as well. Read more about the future of social media and what it means for CRM, here.

Tags: facebook, forrester, jeremiah owyang, microsoft crm, microsoft xrm, social xrm, Twitter, xrm, XRM Strategy

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