Very interesting post, Dion.
I can't agree more with this statement:
Traditional methods for staying in touch with customers don?t hold a candle to true social engagement.
As you have pointed out in this post and others, a few things need to happen before the true power of Social CRM can be unleashed. For one, organizations need to understand that it's a two way street and, to that end, they cannot control the entire message. Also, from a technology standpoint, I would think that many "Enterprise 1.0" apps may not be sufficient for storing, accessing, and analyzing much of the unstructured data generated by the very tools that you describe. Whether that means new apps, new architectures such as SaaS, data marts or warehouses, or some combination of each is probably a company-specific decision.
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