With the development of forums, blogs, micro blogs, and social networking sites, businesses must start thinking about CRM from a different perspective. People are now looking for help in ways that up until a few years ago were unthinkable. Blogger Jessica Gottlieb, for example, was sitting at JFK Airport in New York waiting for her children's flight to arrive. Since she hadn't got any news about the flight delay from the channels available at the airport, she tweeted her ten thousand-odd Twitter followers and explained the situation. A little later, the airline called her to reassure her about her children's flight. If this isn't on-the-spot CRM...