8. “An omnipresent form of energy which can be harnessed by those with that ability…an energy field created by all living things that surrounds us, penetrates us and binds the galaxy together"
9. In the world of Social CRM “The Force” is the sum of all customer comments, feedback, blogs, tweets, yelps, diggs and sentiment
10. “The company's response to the customer's control of the conversation.“ Paul Greenberg “Time to Put a Stake in the Ground on Social CRM”, July 6th, 2009