Social media CRM is a customer relationship management (CRM) system that is specifically designed to manage customer interactions and relationships on social media platforms. It helps businesses track, monitor, and respond to customer inquiries, comments, and feedback on social media, and can also be used to track customer activity and preferences in order to better understand their needs and provide personalized service.
Social media CRM is important because it allows businesses to connect with customers on their preferred channels, build relationships, and provide personalized service. It can also help businesses to identify and resolve customer issues quickly and efficiently, and to track customer activity and preferences in order to better understand their needs. Historically, CRM systems were primarily focused on managing customer interactions via traditional channels such as phone, email, and in-person meetings. However, with the growth of social media, businesses have realized the importance of managing customer interactions on these platforms as well.