Traditional CRM focuses on structured data such as leads, deals, and transactions. Social CRM adds unstructured, real-time interactions from social platforms. This makes it better suited for engagement tracking, community management, and early-stage relationship building.
Social CRM systems typically manage:
- Social messages and comments from multiple platforms
- Customer profiles linked to social accounts
- Interaction history across social and non-social channels
- Tags or labels based on behavior or engagement
- Response status and ownership
This data helps teams understand not just who customers are, but how they interact publicly and privately.
Instead of treating social media as separate communication channels, Social CRM connects social interactions directly to customer records. Messages, comments, and engagement history are captured and stored, allowing teams to respond in context rather than in isolation.
This makes it easier to recognize returning customers, track interaction history, and maintain consistent communication across channels.
Social CRM is commonly used by:
- Brands with active social media engagement
- E-commerce businesses handling customer inquiries through social channels
- Marketing and support teams managing public and private conversations
- Businesses focused on loyalty and community building
