"CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It's the company's response to the customer's ownership of the conversation."
A Tweetable Definition
"The company's response to the customer's control of the conversation."
Social CRM acknowledges that company equity is created or destroyed by processes outside of the traditional corporate boundaries. Have I shown you my Five Forces of Customer Experience? The takeaway is MIB: Manage what you can, influence what you cannot directly manage, and balance what you can neither manage nor influence. These three need to be core corporate competences (management, partner and customer attitudes and beliefs often using social media tools, and crisis communications).
Social CRM
http://technorati.com/tag/social-crm
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