Social CRM talk by Jeremiah Owyang

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Jeremiah was speaking at an Edelman Digital event about social CRM. Some good (frank) stuff about the challenges faced and the limitations of the technology out there and thoughts about privacy, particularly as it relates to the lack of social norms currently hammered out with (I think) Steve Rubel talking about a likely future privacy event that will change attitudes in a similar way that 9/11 did for Islamic-inspired terrorism (his analogy, not mine).

Edelman Social Media Summit – Jeremiah Owyang from EdelmanDigital on Vimeo.
Jeremiah references the Altimeter Group’s social CRM report which they have released under a creative commons licence, more details here.