Amazingly my $0.02 on questions you need to answer in mapping out your Social CRM strategy still ring true:

• Where are your customers?
• Where do they go when they have issues with your products and services?
• Is that channel cost effective for you?
• How open is that conversation?
• How are you making them successful?
• What keeps them from flaming the CEO?
• How many are willing references?
• How many are actively referencing business to you?

Any others?