TM: Which of the current social media platforms are best suited for CRM?
WMO: Personally, I think Facebook is the best—it has the most exposure, customer awareness, and universal appeal ... it's the one your customers would likely look for you under. It also has the most capabilities as far as communication tools and apps, and allows way more contextual content than Twitter (where the character limitations allows "sound bite" like posts). Google+ is still under the radar with most folks. And LinkedIn is viewed by many (whether accurate or not) as a more "professional" social media network. Pinterest is gaining momentum, but has fewer capabilities than Facebook.
TM: What's most likely to change about social media and CRM in the next couple of years?
WMO: Social media is always evolving, so that's hard to say. They'll probably be more players in the marketplace, with more ways to communicate. The folks at Facebook are, in my opinion, the leaders in this endeavor. A new app seems to be popping up every month. They really seem to be ahead of the curve with ongoing ways to leverage social media.
Caitlin Moriarity is a freelance technology and business author who writes about social media, cloud computing and mobile technology, among other subjects.