When I am reading through Oracle's Vision of Social CRM (http://www.oracle.com/applications/socialcrm/index.html) I keep thinking that this is really missing the "social" component at all.
What defines a CRM to be "social" ?
How can a product help you achieve this ?
What is the outcome of social CRM ?
Adding some Web 2.0 collaboration tools doesn't help without a properly defined and executed (yes, I came to the conclusion that excution is AS important than strategy :) CRM 2.0 strategy.
It is all about how we leverage the existing tools to create a unique customer experience that differentiates a company from competition. There is no CRM 2.0 installer! There is no way around activating the brain and spending some thoughts of how that really works...
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