I had a great conversation with an executive yesterday about social customer care. His take, as a reseller of social technologies and a provider of contact center solutions: Most social media companies don't have a clue about customer service and support. There is a strong disconnect between the social media products world and the world of customer care.

This viewpoint underscores the huge opportunity that exists to move social media into customer care. There is still a large window to adapt social products to the needs of the customer service and customer care world.