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Clara helped kick off the Social CRM movement in 2007 with her Faceconnector application, which integrates Facebook and Salesforce CRM. She is author of the newly released bestseller, The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff about Facebook and Twitter for business, which has been featured in The New York Times, Entrepreneur Magazine, CRM Magazine, and is being used as a textbook at Stanford and Harvard Business School. Here is a video from web2.0 EXPO:

Thinking about your web user database, or when you use CRM, or calculating average conversion rates - always remember, that The average is irrelevant. Great post by Seth godin : "When you can't figure out the best way to treat all your customers, the best way to price things, the best thing to offer, realize that the problem is almost always this: you're trying to treat everyone the same. Don't. Break them into groups with similar attributes, and suddenly the path becomes a lot more clear."