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From social media to Social CRM: reinventing the customer relationship

Carolyn Heller Baird (Global CRM Research Leader with the IBM Institute for Business Value, IBM Global Services (cbaird@us.ibm.com))

Gautam Parasnis (Partner and Vice President for IBM Global Business Services and the Global CRM Leader (gautam.parasnis@us.ibm.com))

ISSN: 1087-8572

Article publication date: 8 November 2011

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Heller Baird, C. and Parasnis, G. (2011), "From social media to Social CRM: reinventing the customer relationship", Strategy & Leadership, Vol. 39 No. 6, pp. 27-34. https://doi.org/10.1108/10878571111176600

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Emerald Group Publishing Limited