Why has social media become a favorable communication platform for Customer Relationship Management

Why has social media become a favorable communication platform for Customer Relationship Management, over email? While email is still strongly considered a valuable communication tool for B2B relations, when it comes to B2C relations marketers are preferring social media as an ideal method of reaching out and maintaining contact with customers. Why?

Helpful tip: Keep in mind the pros and cons of communicating via email.

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