Ok. John Moore has a point in discussing trends on Social Media Monitoring tools and Customer Relationship Management tools. However, isn’t it obvious that these two things are interrelated?
1. Social media is fueled by people, and by people I/we also mean customers
2. Customers have been expressing their point of views for years through recommendations on websites, reviews, online surveys, clicks, statistics, and now using tweets and status updates on other SNS
3. Companies have always been interested in knowing more and more about user PROFILES and their usage of a product
4. All these networking capabilities are there, as well as the data
Isn’t this trend just absolutely evident?