A sensible post on something vaguely related to my proper job....
I've been looking into social CRM and community research tools for a new business unit we're setting up at Dig called Demograph.
Jeremiah Owyang's blog provided some great background research into the topic and a matrix of the main players in the space here. In fact there seems to be a weird synchronicity between what he posted about and what I need. Another article on listening strategy here came at a perfect time for a client in the Healthcare space.
A 15 min video, on a particular social CRM product here which, although a little dry - gives a good overview of the practical application of these types of technologies.