When it comes to providing great service, customers expect you to hear their cries via social networks.

When it comes to embracing social CRM, CIOs and IT managers have a duty to help their organization select the best technology and find new ways to blend their existing marketing, sales and service practices.

With customers spending more time using social media, it’s time for businesses to retool their CRM practices and increase their social network sales savvy.

From businesses retooling for growth, to bringing Siri to Salesforce, review our top CRM predictions for 2012.