Mark Tamis has a good breakdown of social CRM “Your competitive advantage will be your Customer Base and their ability to advocate your company and persuade their peers to do business with you.”
I believe another core advantage will be organizations that redefine the term “employee asset” to include social assets. Every single employee or contributor to a project has the ability to support both internal and external ideas with a network of 50 to 1000 individuals. Understanding that as an organization grows in size, the multiple layers of departments and business niches creates hundreds of different customer silos internally and externally.
Within this framework we can use basic examples: employees become leaders, leaders become employees, family members become thought-catalysts, friends become survey groups. Read more