kontseptsioon, mille kohaselt klienditeekond kulgeb pigem sotsiaalsete suhete ja ühiskondlike probleemide interaktiivses kontekstis ning seda hõlbustab tehnoloogia, social networks are now part of the awareness, consideration and purchase stages of the customer journey. And, by continuing to talk with customers via social channels after the purchase, loyalty and eventual advocacy are built that will in turn feedback into the sales funnel