Repost: Social CRM at a Crossroads? (www.zdnet.com)

Insightful overview of the current state of social crm and where it could go from here by Graham Hill. Highlights of case studies in each of three categories:

• Those who see Social CRM as just another communication channel to market; 
• those who see Social CRM as a new technology; 
• and finally, those who see Social CRM as an enabler for value co-creation throughout the customer and product lifecycles. 

I think we all want to be in group 3, but probably don't know how to get there.

The full article is definitely worth reading. It's located here on zdnet.com.