The spread of Web 2.0 concepts in everyday consumer activities has altered the way people relate to one another and how information is delivered. In a highly networked world where people can comment, connect, and express their own opinions and ideas, it’s important that CRM solutions understand these new types of relationships that break through traditional organizational boundaries – and empower you to adapt to these new ways of interacting and doing business. This white paper will expand on what Oracle defines as Complete CRM – how businesses can better engage customers and users, manage customer transactions, and analyze results to adapt and take advantage of changing business and economic circumstances to realize greater value from CRM.