The document discusses customer-driven and vendor-driven approaches to customer relationship management. It contrasts social CRM and traditional CRM, noting that social CRM allows customers to broadcast their context and intentions, while traditional CRM is vendor-driven. Relationship and transaction management are also mentioned.

1. Social Customers can broadcast Context and Intent Customer driven VRM Transaction Relationship SocialCRM CRM Vendor driven ©Orange - France Telecom Group | julian.gay@orange-ftgroup.com | @juliangay