Clara Shih is the CEO and founder of social sales and marketing platform Hearsay Social.

A pioneer in the social media industry, Shih developed the first social business application, Faceforce, gaining insight for a bestselling book, “The Facebook Era: Tapping Online Social Networks to Market, Sell and Innovate,” that’s used as a marketing textbook at Harvard Business School.

Shih has been named one of Fortune’s Most Powerful Women Entrepreneurs, Fast Company’s Most Influential People in Technology, and one of Businessweek’s Top Young Entrepreneurs.

Here, Shih shares her insights on “How the customer relationship has changed in the social era.”

“How the customer relationship has changed in the social era.” (2:08).

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