I hope social media and CRM both will add value to customer relationship.

Definitely! Social media can be used to leverage customized/targeted marketing to different consumers' personas or segments. For example, my client wants to reach consumers' who just have a child in college and feeling empty nest. Thus, the client can create a targeted messaging for their services or product to specifically targeted this consumer group and then executing a social media campaign along with a SEM/ Facebook ads to increase the reach.

I agree that and I the more I think about the premise I proposed in my original message, I think that two 'channels' of social media presences would be the best way to go. Existing customers will want a channel that is free from basic questions that are usually asked by the prospect and the prospects should have their own channel as I think that certain discussions that would occur with current customers could discourage or scare away prospects. I would say this especially true for the the hi-tech and financial industries.