Online discussions, rants, and observations are either alarming brand managers or fooling them into a trap of under estimation. Either way, the statusphere, blogopsphere, communities and networks, and the social web has ushered in a new genre of Social Customer Relationship Management (sCRM) that answers questions, solves problems, establishes authority, and builds relationships and loyalty, one tweet, blog post, update, and “like,” at a time.

via PR 2.0: Twitter and Social Networks Usher in a New Era of Social CRM.