Dion,
Excellent post, distilling some thoughts and concepts which have been brewing for quite sometime. Whether Social CRM belongs under the E20 umbrella, if you will, is not as important as solving business problems.
You address that later point quite well, in the transformation diagram. I would extend some of 'jobs to be done' part of Social CRM a little, as there are distinctions to be made. For example, I think that Social CRM needs to keep the process centricity, in order to make sure that the conversations taking place actually leads to action, or else they lose value.
Contact management is also one that absolutely needs to enter the Social age, but I would hope beyond simply community management. For the Support side of CRM, Community is the answer. For other parts, Social Network management is important as well, answering the question "how do I know this person".
Thanks for a great post!
Cheers,
Mitch
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