Mobile Marketing and Social Media are rapidly growing because they are providing companies the unique opportunity to connect with consumers and they allow companies to track the user experience across multiple channels which is also known as Social CRM.
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Traditional CRM projects are not adapting to the new relationship-driven model of social media. While CRM started out with the goal of 1:1 marketing, it is mainly focused on automating tasks, improving reporting, and staging triggered marketing communications. It has not supported the need of marketers to manage social relationships.
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