Will,

This is very interesting and I do use these features on a daily basis, actually support and implement these.

I also agree with your definition of social CRM.

Please take a look at www.talisma.com, offers CRM both for leads and customers, actually depends on how you use it. I implemented this at our company recently just for customer interaction... it helps answer leads' questions also as well as provide a platform for ticketing (support).

You can separate similar module from your Active CRM and market it as such.

The other product you may want to look at is www.mailworkz.com for email campaign management/marketing, I beleive you could separate this also from the Active CRM application.

What you accomplish by doing that is to provide a simpler platform at lower price point, for unique scenarios and thereby acquire more customers and in the long run be able sell the other applications you have now or will develop in the future.

I hope you like my input.

By the way I am still waiting for teh new updated Actve Profile for my personal business I started.

Sincerely,

Vinny