Social CRM now allows companies to easily monitor customers and engage them in many activities like never before. This new type of CRM pulls data from social media sites, such as Twitter, which can then be analyzed to find out what the trends are for this type of business. An important part of this is having someone available to respond to the customers’ comments and do everything in their power to resolve any complications they are having with your company’s product. Learn more about this in Rachel Miller’s article, “10 Steps to Successful Social CRM.”