The document discusses social customer relationship management (CRM). It provides two definitions of social CRM, including that it helps companies make sense of and act on social customer data, and that it is a business strategy and philosophy supported by technology to engage customers in collaborative conversations. Some key points made are that social CRM humanizes organizations, puts customers at the core of strategies, and requires a new organizational mindset focused on customers' needs rather than the organization's needs. The document also discusses the tenets of vendor relationship management, which focus on empowering individuals to control access to their own information in interactions with vendors.