Source: http://www.endofbusiness.com/

Love the diagram – if only getting the analysis of the data was this easy :)

Further reading      

The End of Business as usual by @briansolis (the book where the diagram comes from)

http://www.endofbusiness.com/

The Rise of the Social Consumer and the State of Social Marketing 2011-12

http://thesocialcustomer.com/briansolis/44189/state-social-marketing-2011-2012

From Social media to CRM from IBM (Feb 2011)

http://www-935.ibm.com/services/us/gbs/thoughtleadership/ibv-social-crm-whitepaper.html