The first comment is fairly legitimate, if phrased vapidly. Social CRM is a real topic of discussion for anyone playing in the CRM space. If you look at classic

The first comment is fairly legitimate, if phrased vapidly. Social CRM is a real topic of discussion for anyone playing in the CRM space. If you look at classic customer acquisition and retention strategies, they are based on the data we were able to capture 5-10 years ago. It takes a while for "new" data (social media activity, in-depth demographic and financial information) to work its way into the practices of CRM users. There is a lot of opportunity to improve acquisition strategies by targeting the friends and influencers of customers (ie. Social CRM), but most of the major players have had trouble delivering on that promise in their products. The acquisition is a big deal and other CRM vendors will have to respond. The second quote you posted is indeed meaningless.