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Credible case studies or examples of how people in organizations successfully use social communication channels like Twitter to connect and engage with customers are gold dust to anyone looking to make a case in their own organization. We know how Dell can make money out of Twitter – $6.5 million so far, they say. It’s a terrific case study. Yet such an achievement can not only seem out of reach for many organizations, but also not necessarily reflecting their goals which may not be about making money directly from their Twitter activity.