Our friends at SocialFish have teamed up with the folks at Avectra to produce a comprehensive whitepaper on the phenomenon of social customer/constituent management, or "social CRM." The whitepaper describes a social CRM as:
A philosophy and 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 [programmatic] response to the customer’s ownership of the conversation.
Also in the whitepaper, they break up the duties of working with a social CRM among various departments (marketing, communications, membership, development), list some helpful tools (including Small Act's Thrive software), and discuss effective management techniques.