Adding social listening to any customer relationship management solution is a natural progression. But, many criticized the solution as a violation of their customers’ privacy rights. Nevertheless, the technology has advanced and can save companies millions on marketing costs. Social listening enhances a CRM solution by giving the business an opportunity to acquire knowledge and insight about what customers are saying and their feeling toward the company or its products. It can also enhance marketing campaigns by giving marketers an awareness of what messages may be better received and can gauge how current marketing efforts are performing. It also helps human resources personnel and the company to monitor employee performance, gauge their reputation among the workforce, and help identify disgruntled employees. Read more at: http://it.toolbox.com/blogs/insidecrm/should-social-listening-be-part-of-my-crm-solution-70204