Social software and CRM

I just think about this topic since yesterday. I’m thinking that one core business process is managing customer service, to do that, organizations can use CRM. I see CRM as a whole process from front-end until back-end system. Is that true? Then, the adoption of social software is also able to be used internally and externally. Hmm, maybe the external usage is interesting. Because I assume that external party is more unpredictable than insiders, which are employees of organizations. If it is possible, social software adoption can be used as front end application to communicate and interact with customers, then it integrates with other system in organization to finally process the end result; reports, forecasting, sales dashboard, etc. The results might depend on customers’ participations in the front end system. Well, it’s kinda interesting though, then I can add more things inside later.