The majority of the discussions about Social Media's role in business has been related to marketing. But does Social Media also play a similar role in CRM? I think so as social media offers new channels for your current customers, as well as your prospective clients to reach you. What do you think? And if you agree with me, do you think that two social media persona are needed in each social media channel you use, one for prospect and one for existing customers, so that messaging does not get muddled.