A good look from Forbes blogs at using Social CRM for the purposes of sharing internal knowledge for collaborative sales/service.

“A customer may have multiple situations where the use the same vendor for different products, lines of business, projects, services, or partnerships. The vendor may also have people in different roles involved, each developing their own perspective and knowledge about the customer. To the vendor, this information is gold. Such knowledge is mobile; it may even leave the company when employees move, taking that value with them in their heads without necessarily any ill-intention, on their part.”