You might want to read the now widely accepted definition for Social CRM (erstwhile CRM 2.0): http://blogs.zdnet.com/crm... For more information on Social CRM theres the #scrm hashtag stream on Twitter where a lot of stuff surrounding Social CRM are discussed, debated, defined & shared. - A. Prem Kumar from FriendFeed MT Plugin

Ian, I agree when you say that most traditional CRM vendors are only bringing social media monitoring tools into the fold. But how do you actually achieve the functionality that you state - automatically scanning the social web & updating the CRM contacts DB with customer profile? It has major privacy issues. For one your social CRM system cannot know that Prem Kumar Aparanji who is also called A. Prem Kumar is known on the social web as scorpfromhell. But if you mean that the social CRM systems should use the social tools like open ID, facebook/google connect, opensocial & other social tissues (Jeremiah's preferred term), you are right. No traditional CRM system does that yet. The problem is that most traditional CRM systems do not have any integration with any front end web sites that could ask the customers to register with their open ID, etc. This is where someone like Lithium or Jive or any of the online community platforms could help. People come & register themselves in these communities using one of the social tissues & then the integration b/w the community software & the traditional CRM system enables adding this information to the contacts DB. This is what I have tried to explain in my Social CRM [IT] landscape presentation - http://www.slideshare.net/scorpfr... Regards, @prem_k - A. Prem Kumar from FriendFeed MT Plugin