Social CRM integrates social media platforms into traditional CRM systems, enabling businesses to manage customer interactions on channels like Facebook, Twitter, and Instagram. Unlike traditional CRM, which focuses on direct communication channels such as email or phone, social CRM emphasizes engaging with customers in real-time on social networks. This allows businesses to monitor brand mentions, respond to inquiries promptly, and gather feedback directly from social media users. Social CRM is particularly valuable in today’s digital landscape, where social media plays a central role in customer engagement.
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What is social CRM, and how does it differ from traditional CRM?
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