Customer relationship management tools have existed for years. Businesses use them to manage customer interactions across channels and departments, including marketing, sales, customer service, and technical support.

One area where traditional CRM systems fall short is their inability to incorporate social network data about customers. This is important because consumers frequently ask product-related questions, and share with friends and followers their product purchase intent, as well as their personal experience using products.

This is where social CRM tools play a key role. They enable merchants to stay connected to customers using social channels, which can lead to increased sales and more satisfied customers. – href="http://www.practicalecommerce.com/articles/3924-5-Social-CRM-Tools-for-Small-Business">5 Social CRM Tools for Small Business by Paul Chaney

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