I will be blogging later about these 18 use cases to manage customers via the new Social CRM channels at my blog: www.jesushoyos.com.

But, what do your think?, will these uses cases can be put in practice in the social media market in Latin America, and, do they cover the global aspect of social media - are these use case too centric to the market in United States?

This document is an excellent starting point to define some key processes and functionality needed in the Social CRM market place... Thanks to Altimeter for putting this in place.