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 (
Gautam Parasnis (Partner and Vice President for IBM Global Business Services and the Global CRM Leader (

Strategy & Leadership

ISSN: 1087-8572

Publication date: 8 November 2011


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.



Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited

To read the full version of this content please select one of the options below

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
If you think you should have access to this content, click the button to contact our support team.