CRM 2012 Forecast – The Era of Customer Engagement – Part I
Posted by This is not strictly a forecast. There are elements of a forecast – a few likely trends for 2012 are embedded in the piece. But just so expectations are clear, this is more of an assessment of what I think is an important shift in Social CRM and the customer facing side of social business.
![The Psychology Behind Social Commerce [Infographic]](http://blog.web100.com.ua/wp-content/uploads/2011/06/eCommerce.png "The Psychology Behind Social Commerce [Infographic]")
