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Social CRM is a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer ownership of the conversation.
Facing this topic I have made a personal research, and realize a synthesis, which has helped me to clarify some ideas. The attached presentation does not intend to be exhaustive on the subject, but could perhaps bring you some useful insights.
Big Data and Social CRM: http://www.decideo.fr/bruley/docs/7___scrm_v00.ppt