Salesforce.com has been driving efforts like Chatter forward with the objective of helping organizations become more social. In the prophetic words of Bob Dylan, “for the times they are a changin’” Right on Bob, right on! The one constant is change. And nowhere is this more the case than the way buyers are using the Internet. 2012 is ushering a new era where companies who don’t get customer engagement will be left to compete for the scraps. I’m not talking about luddites holding your company back. After all, you have a web presence. You will be left behind.