Multi layer diagram that shows the differences between CRM and social CRM

The 6 layers of that diagram can be viewed as 6 steps of a transforming process. In each step your company has to transform its vision from its previous mind to a social mind.

Multi layer diagram that shows the differences between CRM and social CRM
Multi layer diagram that shows the differences between CRM and social CRM

The above table shows how Social CRM process differs from Traditional CRM, published on ZDNet website by Dion Hinchcliffe, an IT and business strategy expert