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Best Social CRM Solutions

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What is Social CRM?

Social CRM blends social media channels with traditional CRM tools, enhancing customer interaction and engagement. It enables businesses to leverage social insights to make data-driven decisions.

To learn more, read our Social CRM Buyer's Guide (Updated: October 2024).
The top 5 Social CRM solutions are Salesforce Marketing Cloud, Sprinklr, Qualtrics XM Platform, HootSuite and Sprout Social, as ranked by PeerSpot users in October 2024. HootSuite received the highest rating of 10.0 among the leaders. Salesforce Marketing Cloud is the most popular solution in terms of searches by peers, and Sprinklr holds the largest mind share of 20.4%.

Social CRM integrates social data with customer information, providing a comprehensive view of customer interactions across channels. This holistic approach aids businesses in tailoring their communications and marketing strategies to meet customer needs more effectively. Real user insights highlight its ability to enhance customer loyalty through better engagement.

What are the critical features?
  • Social Listening: Monitors social media channels for mentions and conversations.
  • Customer Profiling: Combines social data with existing customer information.
  • Analytics and Reporting: Provides insights into customer behavior and engagement.
  • Automation: Streamlines social interactions and workflows.
  • Integration: Connects with other CRM systems and social platforms seamlessly.
What benefits or ROI should users look for?
  • Increased Engagement: Enhances interaction with customers through social channels.
  • Better Customer Insights: Provides detailed analysis and understanding of customer preferences.
  • Improved Marketing Strategies: Enables personalized and targeted marketing campaigns.
  • Higher Customer Retention: Fosters loyalty by addressing customer needs promptly.
  • Efficiency: Automates repetitive tasks, saving time and resources.

In retail, Social CRM is used to track customer sentiment and manage brand reputation. Healthcare providers use it to engage with patients and gather feedback. Banks leverage it to enhance customer support and personalize their services.

Social CRM helps organizations improve their customer relationship management by integrating powerful social data, leading to more informed decisions and stronger customer connections.

Buyer's Guide
Social CRM
October 2024
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Social CRM solutions mindshare

As of November 2024, in the Social CRM category, the mindshare of Sprout Social is 11.6%, down from 15.2% compared to the previous year. The mindshare of Salesforce Marketing Cloud is 11.0%, up from 10.8% compared to the previous year. The mindshare of Sprinklr is 20.4%, down from 26.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Social CRM

Top Social CRM products

Rankings through
PeerSpot #1 Ranked
#1 Ranked
Salesforce Marketing Cloud
Salesforce Marketing Cloud is a comprehensive marketing automation platform that enables businesses to create personalized and targeted marketing campaigns across multiple channels. 
8.4
Rating
53
Reviews
437
Words/ Review
7,251
Total Views
227
Category Comparisons
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PeerSpot Leader
Leader
Sprinklr
Sprinklr is an established customer experience platform (CMX) used by many well-known business giants to advertise, market, and research. Sprinklr understands the needs of customers for a unified experience and provides them with modern research, modern care, modern marketing and advertising, and social engagement and sales, helping companies improve their reach as well as their ROI.
8.0
Rating
3
Reviews
539
Words/ Review
965
Total Views
497
Category Comparisons
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Buyer's Guide
Social CRM
October 2024
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816,406 professionals have used our research since 2012.
Qualtrics XM Platform
Organizations use Qualtrics XM Platform to gather customer feedback, assess content, and manage engagement. Features include drag-and-drop surveys, AI-driven text analysis, and real-time dashboards. Users seek better Salesforce integration and graphical tools. Concerns include feature limitations, survey data migration, participant management, and improved data visualization.
8.8
Rating
14
Reviews
706
Words/ Review
928
Total Views
36
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HootSuite
Hootsuite is a social media management platform that allows organizations to efficiently manage and analyze their social media presence. Its primary use case is to streamline social media marketing efforts by providing a centralized dashboard for scheduling, publishing, and monitoring content across multiple social media platforms.The most valuable functionality of Hootsuite is its ability to schedule and publish posts in advance, saving time and effort for organizations. With its intuitive interface, users can easily create and schedule content for various social media channels, ensuring consistent and timely messaging. Additionally, Hootsuite's content calendar provides a comprehensive overview of scheduled posts, allowing users to plan and organize their social media strategy effectively.Hootsuite also offers powerful monitoring and analytics features, enabling organizations to track and measure the impact of their social media efforts. Users can monitor mentions, comments, and messages across different platforms, allowing for quick and efficient engagement with their audience. The analytics dashboard provides valuable insights into key metrics such as reach, engagement, and audience demographics, helping organizations make data-driven decisions to optimize their social media strategy.Hootsuite helps organizations streamline their social media management, saving time and resources. By providing a centralized platform for scheduling, publishing, and monitoring content, it ensures consistent messaging and efficient engagement with the audience. The robust analytics capabilities further enable organizations to measure the effectiveness of their social media efforts and make informed decisions to drive better results. Hootsuite is a social relationship platform for businesses and organizations to collaboratively execute campaigns across social networks such as Twitter, Facebook, LinkedIn, and Google+ Pages from one secure, web-based dashboard. Advanced functionality includes tools for audience engagement, team collaboration, account security, and comprehensive analytics for end-to-end measurement and reporting.
10.0
Rating
5
Reviews
428
Words/ Review
351
Total Views
197
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Sprout Social
Sprout Social is a comprehensive social media management platform that helps organizations streamline their social media presence. Its primary use case is to simplify the process of managing multiple social media accounts, scheduling posts, engaging with followers, and analyzing performance.The most valuable functionality of Sprout Social is its unified Smart Inbox, which consolidates all social media messages, comments, and mentions into one place. This allows organizations to efficiently respond to customer inquiries, monitor brand mentions, and engage with their audience in real-time.Sprout Social also offers robust scheduling capabilities, enabling users to plan and publish content across multiple social media platforms in advance. This feature saves time and ensures consistent messaging across channels.Furthermore, Sprout Social provides in-depth analytics and reporting tools, allowing organizations to measure the impact of their social media efforts. Users can track key metrics, such as engagement, reach, and conversions, to gain insights and make data-driven decisions.
384
Total Views
279
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Nimble
Nimble is a comprehensive customer relationship management (CRM) platform that helps businesses streamline their sales and marketing processes. 
8.7
Rating
3
Reviews
391
Words/ Review
209
Total Views
44
Category Comparisons
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Khoros Social Media Management
Khoros Social Media Management is a comprehensive platform designed to streamline and enhance an organization's social media presence. Its primary use case is to enable businesses to effectively manage their social media accounts, engage with their audience, and analyze performance.The most valuable functionality of Khoros Social Media Management includes content scheduling, publishing, and monitoring. With its intuitive interface, users can easily create and schedule posts across multiple social media platforms, ensuring consistent and timely content delivery. The platform also provides real-time monitoring of social media conversations, allowing organizations to promptly respond to customer queries, comments, and concerns.Khoros Social Media Management offers advanced analytics and reporting capabilities, enabling organizations to gain valuable insights into their social media performance. Users can track key metrics such as engagement, reach, and sentiment analysis, helping them understand their audience better and make data-driven decisions to optimize their social media strategy.This platform helps organizations in several ways. Firstly, it saves time and effort by centralizing social media management tasks in one place, eliminating the need for multiple tools or manual processes. Secondly, it enhances customer engagement by enabling organizations to respond quickly and effectively to customer interactions, fostering positive relationships and brand loyalty. Lastly, the robust analytics and reporting features empower organizations to measure the impact of their social media efforts, identify areas for improvement, and drive strategic decision-making.
151
Total Views
109
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Capillary Technologies
Capillary Technologies offers a comprehensive product suite that helps organizations enhance customer engagement and drive revenue growth. Their primary use case is to enable businesses to create personalized and targeted marketing campaigns across multiple channels.
150
Total Views
68
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Locobuzz
Locobuzz is an award-winning social media analytics and engagement platform, which can be effectively deployed to listen and respond to the online buzz created by the brand and assess the effectiveness of a given marketing campaign. Locobuzz not only helps in 'Listening' to social media but also 'Engaging' with users on a personalized basis using inbuilt CRM features. Powerful bucketing of data generates insights and provides actionable data.
113
Total Views
84
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Shoutlet
Spredfast Social Media Management allows you to centralize social media management efforts and take advantage of actionable insights. The people you need to connect with are on social producing, viewing, and interacting with vast amounts of content all the time. With Spredfast, the team will have the planning, collaboration, insights, and reporting tools they need. Spredfast provides the team with context and tools to create content and promote meaningful interactions. From one central place, the team can plan social campaigns, organize and store marketing assets, and ensure that the right people are approving content before publishing making coordination easy - from highly configurable approval workflows to simple chat to hashing out the details of a plan or a post. It has also unlimited real-time and historical social search and provides the team with analytics needed to figure out what's working well and double-down on over-performing tactics.
150
Total Views
28
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Intercom
Intercom is a powerful customer messaging platform that enables organizations to effectively communicate with their customers at every stage of the customer lifecycle. Its primary use case is to facilitate personalized and real-time conversations between businesses and their customers.
106
Total Views
54
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Influitive AdvocateHub
Influitive helps B2B companies drive revenue and increase customer engagement through the voice of their most passionate advocates. Influitive’s AdvocateHub is an Advocate Marketing Platform that builds trust, transparency, and cultivates goodwill by giving customers personalized and human relationships with the brands they love. To do so, we elevate and bridge fragmented initiatives like word-of-mouth, branded communities, social sharing, product reviews, referrals, references, NPS, and feedback, while fulfilling your advocates’ desire for social status, access, belonging, and shared sense of purpose through a best-in-class advocate marketing experience.
22
Reviews
174
Total Views
13
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Lithium
Lithium is an integrated platform for social media management, sets for marketing and customer service, that combines Social Publishing that manages entire social strategy with a single tool and boost engagement by publishing the right content at the right time, driven by Klout data and Social Response feature that responds to inquiries on social networks in seconds and provide private and trusted customer care in real-time, regardless of channel.
146
Total Views
36
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Socialware
Feature rich open source social networking platform supports multiple tiered paid and free membership plans. Main features include photo album, video, music, blog, forums, classifieds, directory, file management, banners, article directory, confessions, gift store, activity points, store front, leader boards etc.. You can enable /disable any feature from from admin panel. Support most payment gateways and recurring payments. Provides industry-leading software and services for organizations to securely and compliantly use social media.
50
Total Views
36
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SentiOne
SentiOne is a social listening and online reputation management platform that helps monitor, analyse and react to whatever is happening online. Our solution is mostly based on an online listening technology used to gather a broad spectrum of information collected from the internet and find actionable insights. Our customers can find and build truly meaningful connections with their audience online.
60
Total Views
25
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Syncapse Platform
Syncapse technologies and consulting services enable smarter marketing. Distilling the fire hose of social data into actionable consumer segments, we help brands get smarter about their audiences, across channels. This is Audience Relationship Management™ (ARM) in action.
48
Total Views
34
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BrandsEye
BrandsEye is the worlds leading opinion mining company headquartered in London. We use a proprietary mix of search algorithms, crowd-sourcing and machine learning to mine online conversation for sentiment and the topics driving sentiment. We used this technology to accurately predict both Brexit and Trump's victory, proving that meaningful, predictive insights can be gained from online conversation. We provide accurate opinion data to organizations around the world to make better decisions.
83
Total Views
16
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Emplifi Social Marketing Cloud
Deliver authentic content at scale and boost engagement across your social media channels with best-in-class social media management tools and AI-powered capabilities.
42
Total Views
28
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Oktopost
Oktopost is the first solution to establish the ROI of social media, bridging the gap between social media and lead generation. With Oktopost, B2B companies execute social media campaigns across social networks such as Twitter, Facebook, LinkedIn and Google+ Pages from one secure, web-based dashboard. Advanced functionality includes data integration with platforms such as Act-On, Marketo, Eloqua, and Salesforce.com.
1
Review
43
Total Views
20
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Falcon.io
Falcon.io provides a platform for social media marketing and customer experience management. It features tools for social media listening, engagement, publishing, measuring and customer data management. Using it marketers and companies can deliver more personalized brand experiences, across touchpoints, based on enriched customer profiles. The platform is complemented by comprehensive support and consultancy services.
47
Total Views
23
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Trackur
Trackur provides social media monitoring tools & white-labeled dashboards.
39
Total Views
15
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Tracx
Tracx is a social listening tool that captures the full conversation while providing an all-in-one solution. clients are able to discover new opportunities and better understand all aspects of their business - from customers, to competitors and influencers. The system refines and analyzes mass amounts of data from across the social web, then makes that data actionable. Tracx's contextually-driven social engagement engine takes the guesswork out of engagement.
87
Total Views
22
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Netvibes
Customize your Dashboard to monitor the things you care about online. Follow your social networks, be alerted to breaking news, or read articles on the topics that interest you. View your calendar, to do list, emails and apps in one place. Connect your smart devices to automatically control the Internet of Things at your command.
44
Total Views
13
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Simplify360
Start using Simplify360 to deliver great customer service. Automate support onevery channel and save agent time and boost productivity on the go.
28
Total Views
15
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CISION Visible
Enables marketers to get real-time insight into the currents of communication through a variety of social media channels.
30
Total Views
13
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DIGITAL CX
Connect with customers across 20+ digital touchpoints like the web, social media, messaging apps, review platforms and your custom channels.
89
Total Views
14
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Coosto
Exceed your most ambitious marketing goals. Create, schedule and share better content with Coosto’s data-driven solutions
26
Total Views
7
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ZoomSphere
Productivity tools are available directly in ZoomSphere. No need to switch to other third-party applications.
19
Total Views
5
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Ovonts
Ovonts is the intelligent influencer marketing and social commerce enablement software solution designed for marketers. With Ovonts you can automate the entire process end to end .
21
Total Views
3
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NapoleonCat
Engage and support customerson social mediaModerate, publish, analyze, grow – with an all-in-one social media management platform that connects your teams and untangles your workflows.
21
Total Views
5
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Sparkcentral In-App Messaging
Build better connections when it matters most with Sparkcentral by Hootsuite’s social customer service solution.
14
Total Views
2
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Agile CRM
Automate your sales, marketing, and service in one platform. Avoid data leaks and enable consistent messaging. Make the most of Agile's modern features & integrations, easy implementation and great support at an affordable price. Cloud based SaaS service that is mobile-ready, fast, and simple to use.
40
Total Views
4
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Breakcold
Breakcold is a highly effective temperature management solution for perishable goods like food and medicine, as well as machinery and equipment. The solution stands out for its efficient cooling capabilities, which effectively keep items cold without consuming excessive energy. Users also appreciate the user-friendly interface, which allows for convenient temperature adjustments. Breakcold's durable construction ensures lasting performance, making it a reliable choice.
4
Total Views
Hearsay Social
Hearsay Social is a comprehensive social media management tool that allows users to manage and enhance their social media presence and engagement effectively. Reviewers say Hearsay Social streamlines social media content creation, scheduling, and publishing. Users can easily plan and schedule posts in advance, saving time and ensuring consistent messaging and brand representation across various social media platforms. Hearsay Social also offers robust analytics and reporting capabilities. Users can monitor and analyze their social media performance, gaining valuable insights and data to track their success.
5
Total Views

Social CRM experts

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Related categories

Social Media Management Solutions
Social Media Analytics Software
Marketing Automation
Marketing Management
CRM
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Popular comparisons

Sprinklr vs. Sprout Social
Capillary Technologies vs. Salesforce Marketing Cloud
HootSuite vs. Khoros Social Media Management

Social CRM Q&As

Read answers to top Social CRM questions. 816,406 professionals have gotten help from our community of experts.
Nov 5, 2023
Why is Social CRM important for companies?
Aug 25, 2023
Why are Social CRM solutions important for businesses?

Social CRM FAQ

What are the different types of Social CRM?

Social CRM is a strategy that combines traditional CRM practices with social media platforms to engage and interact with customers. It focuses on building and maintaining relationships with customers through social media channels. There are several different types of Social CRM tools that organizations can implement to enhance their customer relationships and improve customer satisfaction.

  • Listening and Monitoring: This type of Social CRM tool involves monitoring social media platforms to gather insights about customer preferences, opinions, and feedback. By listening actively to what customers say, organizations can identify trends, address customer concerns, and make informed business decisions.
  • Engagement and Interaction: This type of Social CRM focuses on actively engaging with customers through social media channels. Organizations can respond to customer queries, provide support, and address complaints in real time. This helps in building a positive brand image and fostering customer loyalty.
  • Social Analytics: Social CRM also involves analyzing social media data to gain valuable insights into customer behavior and preferences. Organizations can identify patterns, trends, and sentiment analysis by analyzing social media conversations to make data-driven decisions and improve their products or services.
  • Social Collaboration: This type of Social CRM involves collaborating with customers and other stakeholders through social media platforms. Organizations can affect customers in product development, gather feedback, and co-create solutions. This fosters a sense of community and strengthens customer relationships.
  • Social Selling: Social CRM can also be used for sales and lead generation. By leveraging social media platforms, organizations can identify potential customers, engage with them, and convert leads into sales. Social selling allows organizations to personalize their sales approach and build customer trust.
  • Social Customer Service: This type of Social CRM provides customer support through social media channels. Customers can reach out to organizations with their queries or complaints, and organizations can respond promptly. Social customer service enhances customer satisfaction and improves the overall customer experience.

How do Social CRM solutions work?

Social CRM  involves integrating social media data and interactions into traditional CRM systems. Here is an overview of how Social CRM works:

  1. Data collection: Social CRM starts by collecting data from various social media channels, such as Facebook, Twitter, LinkedIn, and Instagram. This data includes customer profiles, interactions, comments, reviews, and other relevant information.
  2. Data integration: The collected social media data is integrated into the CRM system, merging with existing customer data. This integration gives businesses a comprehensive view of each customer, including their social media activities and preferences.
  3. Social listening: Social CRM tools monitor social media platforms for mentions, keywords, and hashtags related to the business or its products/services. Social listening helps identify customer sentiments, trends, and emerging issues, enabling businesses to respond and address customer concerns proactively.
  4. Customer engagement: Social CRM facilitates two-way communication between businesses and customers on social media platforms. It enables businesses to promptly respond to customer queries, comments, and complaints, fostering better customer relationships and satisfaction.
  5. Personalization: By analyzing social media data, businesses can gain insights into customer preferences, interests, and behaviors. This information allows for personalized marketing campaigns, product recommendations, and targeted offers, enhancing the overall customer experience.
  6. Influencer identification: Social CRM tools help identify influential individuals or social media accounts that significantly impact the target audience. Businesses can engage with these influencers to promote their products/services and reach a wider audience.
  7. Social analytics: Social CRM platforms provide analytics and reporting capabilities to measure the effectiveness of social media campaigns, track customer sentiment, and identify areas for improvement. These insights help businesses refine their social media strategies and optimize customer engagement.
  8. Collaboration and teamwork: Social CRM systems often include collaboration features enabling teams to collaborate on social media initiatives. This allows for better coordination, faster response times, and consistent messaging across different social media channels.

What are the benefits of Social CRM?

Businesses can gain valuable insights and improve customer engagement by integrating social media data with traditional CRM systems. Here are the key benefits of implementing Social CRM:

  • Enhanced customer engagement: Social CRM allows businesses to engage actively with customers on social media platforms, fostering two-way communication. This enables businesses to respond to customer queries, complaints, and feedback in real time, leading to improved customer satisfaction and loyalty.
  • Improved customer service: By monitoring social media conversations, businesses can promptly identify and address customer issues. Social CRM enables businesses to provide personalized and timely support, increasing customer satisfaction.
  • Deeper customer insights: Social media platforms provide a wealth of customer data, including demographics, preferences, and behaviors. By integrating this data with CRM systems, businesses can comprehensively understand their customers. This insight helps create targeted marketing campaigns, personalized offers, and tailored product recommendations.
  • Effective lead generation: Social CRM enables businesses to identify potential leads by monitoring social media conversations and interactions. Companies can locate prospects actively seeking their products or services by analyzing customer interactions. This allows for more targeted lead-generation efforts and higher conversion rates.
  • Brand monitoring and reputation management: Social CRM tools enable businesses to monitor mentions of their brand on social media platforms. By tracking brand mentions, businesses can promptly identify and address any negative sentiment or complaints. This helps in managing the brand's reputation and maintaining a positive image.
  • Competitive advantage: Social CRM provides businesses with a competitive edge by allowing them to stay ahead of market trends and customer preferences. Businesses can identify emerging trends, competitor strategies, and customer demands by monitoring social media conversations. This information can be used to adapt business strategies, develop innovative products, and stay ahead of the competition.
  • Cost-effective marketing: Social media platforms offer cost-effective marketing opportunities compared to traditional advertising channels. By leveraging Social CRM, businesses can identify influencers, engage with them, and leverage their reach to promote their products or services. This influencer marketing approach can be more cost-effective and yield higher returns on investment.
Best Social CRM Solutions
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