ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Social CRM [. . . and in with the new] CRM [Commentary] 
Social channels are just another way that customers have to interact with companies. SLAs and customer experiences across social channels should be in line with what is delivered across traditional channels.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary