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i'm sorry but this just seems a bit too complicated

Which part?

for me, it's really just the whole terminology of the CRM. think it just over complicates what it really is. i guess my question comes down to, does Twitter/FB also fit in to the realm of CRMs? i see a lot of startups now use Twitter/FB as the main communication line w/ their userbase.

If your users uses Twitter and Facebook as a primary communications channel, then "going to where they are" is a good strategy.

However, if they aren't already there, then focusing on Twitter/Facebook will cause you to miss many users.

Also, as a startup you have multiple audiences - your users might be on FB/Twitter, but I doubt your investors are (to the same extent) - you must match the communications channel with the audience's existing preferences and behavior - they won't switch channels just to hear from you ; )

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