A user asked a similar question here some time ago and on the replies there is a good definition of Social CRM.

"Brent's defintion:
While many have turned to deploying customer relationship management (CRM) applications to centralize customer information, track activities, and manage opportunities, small and mid-sized businesses need an extra dimension to help them meet the challenge of “winning friends and influencing people” in a Web 2.0 world. Social CRM adds the missing dimension to the traditional, operational areas of CRM. The focus is undoubtedly on people and not technology. It's not on customer information, but on customer engagement. It’s about facilitating and joining ongoing conversations our customers and prospects are already involved in -- not trying to control them. It’s knowing where the people you want to do business with hang out on the Web, knowing what they do there, and understanding what's important to them. And although it is important to incorporate social tools to build your brand and promote capabilities, it’s equally important to listen to those with whom you wish to build relationships with - and to turn what you hear into content that converts clicks into conversations, and eventually transforms those conversations into customers. Social CRM is the strategy a company implements to systematically make this happen.

http://technology.inc.com/software/articles/200906/leary.html"

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