Social CRM
Social CRM - A definition
The company's response to the loss of control over the conversations & ecosystem to the empowered customer & the communities.
The Power of Communities
Social Networks
Online Communities
Orkut
Facebook
Friendster
BBS
IRC
Forums
Social Networking Sites
CRM
Open
Gated
Hosted
On Premise
CrowdService
Crowdsource (ideas)
Community based design
Customer Advocacy
Customer Knowledge Management
Customer Engagement
Marketing
Sales
Customer Service
"Personal" or "Social" Relationships
as opposed to "Transactional" Relationships
Guided online shopping
"Social" shopping
Co-creating Customer Experiences
Social & CRM Integration
Web Services
SOA
RSS
Almost
Synonyms
Contact Managemet <--> User Profile
Lead Generation <--> New User Registration
Opportunity Management <--> Wish Lists
Order Management <--> Shopping Cart
Campaign Management <--> Content Management System
Service Request <--> Forum/Discussion threads
Gated Community
OpenID
Facebook Connect
Google Connect
OAuth
Twitter
OpenSocial
Facebook Connect
FOAF
Twitter
Facebook
Disqus, JS-Kit, etc.
Software
Open Source
On Premise
Hosted
Joomla
Drupal
Elgg
BuddyPress
OpenAtrium
Jive Social Business Suite
IBM Lotus Connections
SocialText
Lithium
GetSatisfaction
Helpstream
A. Prem Kumar
Social Software Group, 
Customer Solutions Practice, Cognizant Technologies Solutions Pvt. Ltd.

http://bit.ly/prem_k
http://twitter.com/prem_k

The idea of building online communities can be traced to the offline User Groups. Communities are built 'for' customers not with a business goal. It is built so customers can communicate with each other. The benefit to the organization is incidental, not primary motive.
Paul Greenberg's tweetable defintion:
"The company’s response to the customer’s control of the conversation."
Paul Greenberg's more accepted defintion:
“CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.”