Brian Halligan raised a good point - isn't the current (r)evolution of Customer Relationship Management (or Customer Relationship Model) very similar to the dramatic changes in Marketing with the introduction of the television 50 years ago?
The TV completely changed the way of marketing and advertising! Some companies were able to leverage the new tool and grow dramatically (Coca Cola, P&G, etc.) while others got stuck with their traditional way of marketing and did not grow or even went out of business.
Very similar to what the Web 2.0 does with CRM! Customers discovered how to avoid the traditional advertising - i.e. one way or push communication - overload and more and more using new ways to do their purchase decision. The social networking is playing an important role in this decision.
With a good CRM 2.0 strategy, companies can leverage this development and grow with it. Staying in the old fashioned structures might not be a good idea...