Many customer relationships begin with a comment, a DM, or a quick question. Without a social CRM in place, those conversations can easily slip through the cracks. In this article, we’ll cover what social CRM is, how it works, our favorite tools, and why it’s important for marketing, sales, and customer support.
Key takeaways
Social CRM (social customer relationship management) uses social media to help teams connect with customers across multiple channels. It enhances customer service, sales, and marketing by making interactions more personalized and timely. Social CRM platforms like Hootsuite, Salesforce, and Microsoft Dynamics 365 centralize social listening, lead tracking, insights, and team collaboration in one hub.
Bonus: Download a free, easy-to-use Customer Service Report Template to track and measure your monthly customer service performance in a single place.
What is social CRM?
Social CRM, or social customer relationship management, is the practice of using social media data to better understand your customers, prospects, and leads. When you layer social data onto a traditional CRM, customer-facing teams can work more efficiently. Everyone gets the context they need, exactly when they need it.
With social CRM, brands can:
- Deliver stronger customer support on the social platforms their customers already prefer
- Discover new customers and leads through social conversations
- Nurture and deepen relationships over time, beyond the initial purchase
- Identify what their audience cares about and create more relevant, resonant content
How does social CRM differ from traditional CRM?
Traditional CRM is primarily centered on historical customer actions such as…