CRM has nowadays become Social CRM (sCRM), which gathers information about a customer based on everything to give a complete picture. sCRM builds a holistic view of the customer, which includes what the customer says, says on social media, or even what they say to others. It also lets you participate in all these conversations as if they were the same conversation. Today’s businesses use sCRM to track, analyze, and gain insight about customer behavior. Read more at: http://www.business2community.com/business-innovation/evolution-crm-scrm-01346425#wwdIgAAY30B6ClS3.97