Social CRM: The New Rules (by Jeremiah Owyang, Altimeter Group)

Why Jeremiah Owyang & Ray Wang rock + why Altimeter Group is kicking ass:

Social CRM: The New Rules of Relationship Management (blog post)

Social CRM: The New Rules (white paper)

View more documents from Jeremiah Owyang.

(this is also why Forrester shoulda never let the "franchise player" contracts expire on Jeremiah, Ray, or Charlene)