Very interesting white paper from The Altimeter Group on social media and customer relationship management. Found it thanks to a blog post by Shel Holtz: (http://blog.holtz.com/index.php/weblog/altimeter_group_releases_social_media_measurement_white_paper/).
<div style="width:477px" id="__ss_3339686"><strong style="display:block;margin:12px 0 4px">Social CRM: The New Rules of Relationship Management</strong></object><div style="padding:5px 0 12px">View more documents from Jeremiah Owyang.</div></div>