I must admit that I am new to CRM and related concepts. But this article, from Jacob Morgan, gives me a better understanding and also about an evolving concept called Social CRM.
Read it here: The Evolution of CRM to Social CRM.
As I had mentioned earlier in one of my posts, in my blog, we are going to discuss both GP and CRM henceforth. I can see a future of GP & CRM along with BI and Sharepoint being a lethal collaboration.