The graphic below emphasizes how customer expectations have changed because of social media. But users of CRM tools have drastically changed their expectations as well. It's becoming more and more important that the CRM tools you are using pull all the relevant social media accounts and posts into the customer view.
When choosing a CRM tool, look at the social media being used by your customers and make sure it can be integrated into the workflow.
MyCustomer.com: Fanhub's Socially Inspired CRM Infographic, 2014-Jun-17 by Jessica Carter