... and places the articles in context. Findings This research paper's model reveals that pursuing a thought leadership strategy through social media is a reliable way of achieving better brand performance, which also leads to improved customer relationship performance. Investing in social media capability...

.... Erickson can be contacted at: tammy@tammyerickson.com © Emerald Group Publishing Limited 2013 Customer relationships Peter Drucker Capitalism 2.0 Intelligent Economy There is only one valid definition of a business purpose: to create a customer (Peter Drucker, The Practice...

... Since gaining a mass following in the mid‐1990s, companies have poured millions into customer relationship management (CRM) software and solutions. Over the next few years analysts predict that this high spend is set to continue. But why the explosion in investment? Can CRM offer long‐term value...