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Consumers are key for companies. Key because they’re clients and best advocates of the brand.

CRM is meant to increase loyalty by offering information and generating repeat business.

Web offers to brand a vast conversation facilitator toolbox such as blogs, forums, twitter, digg-like platforms, social networks, and instant chats to develop an intense relationship with consumers.

I believe we’re going to shift back to thinking customer service and community management are the core and not the fringe.

The central concept is that people tend to be most engaged in content that is core to their specific interests, rather than more generalized content.

consumers feel more comfortable on large, mass media sites.

people continue to spend their time on the sites that offer them the most options and functionality.