With 500 million tweets per day, 200 million monthly Pinterest users and 2.07 billion monthly active users on Facebook Social Media is something that cannot be ignored. Like it or not your brand is perceived by the way online users react to it. Gone are the days when customers could be influenced by adverts and brand promotion. Social media is altering customer relationship management in a very dynamic way.

In today’s dynamic environment, every organisation or individual is prone to crisis and they must be anticipated. Timely response to a situation will certainly help building your brand’s image otherwise kill its credibility, especially in today’s digital world where a viral news runs at the speed of light with no boundaries attached to it.