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.


Twitter’s wild popularity hasn’t obscured the fact that the service needs to eventually make money. The concept of “Twitter analytics” as a revenue stream has come up often enough to make my ears itch and my nose burn.

via Twitter Analytics for “Analytics”: Juice Analytics.