I'm not sure I agree with Brent: @learyb Social CRM: Twitter IS, Email Marketing ISN'T...But That's OK!.

I agree with Brent about the transition from Traditional CRM to Social CRM. Brent posits that the traditional Campaign to Lead process is replaced by the Content to Conversation process. The idea that you can attract a customer through interesting content and then pull that potential customer into your sales cycle with an authentic conversation (eg. Email/IM/Phone) is very compelling to me. Naturally MSCRM is well positioned to take advantage of this with it's Outlook Integration (that's why that integration was built - not to shore up a franchise).

I'm confused as to where Twitter sits in the Social CRM spectrum..... will people 'discover' your Twitter feed (ie. Content) and begin a Conversation? Is it for existing customers - to entice them to give you repeat business? Is Twitter 'opening the kimono' just a little too much (the Scoble's of the world would say that you can't be 'naked' enough).