Web 2.0. Collaborative computing. Social media. And now Social CRM. These terms are used interchangeably, and often, to describe the massive transformation taking place across organizations today. In short, the impact of this social communications makeover has shifted ownership of the customer/company relationship to the customer - which changes how businesses must respond. Who is this "social customer"? What strategies and tools do the newest CRM solutions provide to leverage this new reality? Read this white paper to learn more about Social CRM.