There is a big difference between finding disgruntled customer posts and having an end-to-end system that can automatically discern which posts warrant response, record them in the customer service and CRM system, route them to the right subject matter expert or agent, and report on the result.
In the traditional model, CRM is a system of record: it tracks customer information and contact history, manages the sales pipeline, and enables detailed analysis of sales performance and customer data.
Companies that use CRM to bring together relevant information in separate teams can extend knowledge about a case, customer or scenario beyond what is stored in the system of record.