Social customer relationship management is about joining the ongoing conversations in which your customers and prospects are already engaged.

People like doing business with people they like, and love doing business with people they trust. But how do you get people to like and trust you enough to do business with you in a Web 2.0 world? That’s the dilemma many small business folks find themselves in. They’re great in “face to face” situations with customers and those they’ve identified as great prospects. But that doesn’t help them connect with the vast majority of businesses using the Web to discover products, services, and companies that can help them solve issues.

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