As we begin our discussion of SCRM, there are three critical points that must first be addressed. They are as follows:
While CRM is a mature application, SCRM is still being defined. In other words, while most CRMs will perform similar functions, SCRM feature offerings will vary widely. Some legacy (established) CRM systems are adding SCRM features to their core long-established platforms, but there is also a new breed of vendors who are building SCRM products from the ground up.
The social capabilities and features will vary widely by SCRM vendor, and it is therefore impossible for us to make blanket statements regarding the features and capabilities of any SCRM. You must do your research based on these features, which are important to your small business!
There is a strong likelihood that a substantial portion of your social engagement will occur outside of your SCRM itself, and then these contacts and conversations will be added to your SCRM records if...