A Manifesto for Social Business | CustomerThink - CRM, CEM & Social Media

This is a great post; a couple snippets:

"It’s not about ‘influencers’ per se, but the social networks in which influence happens."

"we must understand how customers use products to help them do jobs and to embed the collected knowledge, skills and experience in the products themselves"

"we must understand how customers, their referrals and the customer network as a whole creates value for companies."

tags: Social, Customer, Manifesto, Media