Customer Conversations Are Changing

"The long-held notion that companies control the conversation is being challenged by social media."

http://www.fastcompany.com/article/how-social-media-upending-enterprise

I couldn't have said it better myself.  This statement is true for both internal and external customers.  Organizations will need to let go of the conversation and be willing to address their constituents in the method of their choice.  Organizations will also need to manage and leverage the knowledge generated by these new conversation methods.