Overheard: Biting the hand that feeds you is not good for CRM

One of the biggest challenges facing many organizations is that the Internet and, more specifically, Web 2.0 tools are helping to make customers more informed than employees. Sharon Richardson, Google Reader For CRM

Whilst customers have become more informed thanks to the Internet, too many organisations are ensuring their employees become less informed by banning access to the very tools that customers use - Facebook, Myspace, Wikipedia, Google, the Internet…