Blog of the year. There's some really good thoughts here about Social CRM that I have been wondering about and some of my questions are at least addressed.
I will be interested in seeing how IBM can convert this approach into cash for them AND their customers. Their biggest problem goes beyond the SCRM definitions and is more grassroots: Changing the perception that they are the monolithic big enterprise solution and are agile to offer and support a solution for the small-to-mid tier. If someone is looking for a solution, I don't think many people really look too hard at IBM.
( and I completely agree with your comment about how Lotus Notes is misunderstood, but I have to blame IBM for not being able to get the message out )
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