Social CRM Software

Social CRM involves the integration between customer relationship management software and social media tools like Facebook, Twitter, LinkedIn or others. At the heart of it is an ability to manage the large number and range of interactions for which a business might want to use social media.

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Showing 1 - 20 of 37 products
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Showing 1 - 20 of 37 products

Thryv

Thryv is an all-in-one business management solution designed to help small businesses with essential business functions. With Thryv, business owners can expand their online presence, improve any customer relationship, and streamli...Read more

57 recommendations

Salesforce Sales Cloud

One of the most popular CRM systems on the market, Salesforce.com offers a complete sales, marketing and service package. Salesforce is widely regarded as the leader in enterprise cloud computing. ...Read more

28 recommendations

SeoToaster CRM

SeoToaster CRM is designed for website-centric small to medium-sized businesses. It provides features for managing contacts, tracking lead opportunities, sending emails and text messages, creating websites, tracking campaign perfo...Read more

No reviews yet

14 recommendations

SugarCRM

SugarCRM is a cloud-based application for handling sales automation, marketing automation, account management and customer relationship management needs. SugarCRM offers features such as customizable home pages, a new-user "wizard...Read more

5 recommendations

Zendesk

Used by over 20,000 global companies, Zendesk has made a name for itself as a sophisticated, yet simple Web-based help desk solution....Read more

2 recommendations

Zoho CRM

Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions. Zoho CRM helps users respo...Read more

Hootsuite

With over 200,000 paid accounts and millions of users, Hootsuite powers social media for organizations around the world—from the smallest businesses to the largest enterprises. Build your brand, strengthen connections with custome...Read more

Nimble

Nimble offers browser widget and mobile-based sales force automation and social CRM solution for small and midsize businesses. The solution automatically populates customer profiles and interaction histories from contact lists, em...Read more

LiveAgent

LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all a...Read more

AgoraPulse

Agorapulse is a cloud-based social media marketing software that offers profile management, social influencer management and social media analytics in a suite. Agorapulse features "Social Inbox", which combines social media i...Read more

Software pricing tips

Read our Social CRM Software Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

Freshworks CRM

Freshworks CRM is a cloud-based customer relationship management (CRM) solution that helps businesses across different industry verticals to manage their interactions with existing and potential customers. Key features includ...Read more

Insightly

Insightly is a SaaS-based CRM solution targeted at growing mid-sized businesses. More than 1.5 million users worldwide use Insightly to securely manage all their customer data in one place, build customer relationships, accelerate...Read more

Sprout Social

Sprout Social is a cloud-based social media management solution that caters to businesses of all sizes and helps them to manage their audience interactions and marketing routines. Key features include automated publishing, convers...Read more

Falcon.io

Falcon.io is a cloud-based social media marketing and customer experience management solution that features tools for social media listening, engagement, publishing, measuring and customer data management. Falcon.io helps market...Read more

Highrise

Highrise is a CRM solution for small businesses with contact and task management functionality. The software allows users to track communication with clients so that teams can view the status of deals and relationships. Contacts c...Read more

Sendible

Sendible is the leading social media management platform for agencies looking to manage social media more effectively for their clients. The Sendible platform brings all your social networks together into a centralised hub and i...Read more

4.54 (89 reviews)

EngageBay

EngageBay is an integrated marketing, sales, support and CRM solution designed to help small to midsize enterprises acquire, engage and convert website visitors into customers. The cloud-based platform lets businesses use marketin...Read more

4.64 (73 reviews)

Salesforce Experience Cloud

Salesforce Community Cloud is a cloud-based enterprise community platform that enables employees, partners and customers to connect at a single location. It allows users to collaborate and share their ideas and content with each o...Read more

4.28 (67 reviews)

Sage CRM

Sage CRM is a cloud-based customer relationship management solution designed to help small and midsize businesses optimize their customer experience by offering tools to manage new and existing client relationships. Applications i...Read more

3.44 (58 reviews)

Demandforce

Demandforce is a comprehensive marketing, communications, and online reputation management solution intended to help small businesses grow their customer base and generate more revenue. Demandforce uniquely combines all relevant f...Read more

3.62 (55 reviews)

Popular Social CRM Software Comparisons

Buyers Guide

Last Updated: July 28, 2021

 

Social media provides businesses with an unprecedented level of access to their customers. And with Facebook, Twitter, LinkedIn and others only growing in popularity, most businesses now recognize the value of engaging people through these platforms. This may involve prospecting (using paid ads or relevant content to attract new customers or business partners), recruiting new employees, announcing new products or sales or responding to customer satisfaction issues in a public forum.

But a trend that’s even more new is integration between these platforms and customer relationship management (CRM). As critical as CRM is to a company’s sales and customer service experience, businesses that fail to integrate this with their social media marketing will soon find themselves behind the curve.

This guide is designed to help buyers in the very new market of social CRM software identify the capabilities they’ll need and make the right decision. Here’s what we’ll cover:

What Is Social CRM Software?
What Type of Buyer Are You?
Market Trends to Understand

What Is Social CRM Software?

Social CRM involves the integration between customer relationship management software and social media tools like Facebook, Twitter, LinkedIn or others. At the heart of it is an ability to manage the large number and range of interactions for which a business might want to use social media. To that end, features often include:

Social media monitoring There are a number of programs that scour the Web or particular social media platforms to find instances of your brand name being mentioned or references to problems that your product solves. Depending on your strategy and the other capabilities of the social analytics software you choose, this could be delivered to you with custom analytics (that, for example, mine for customer sentiment rather than social interaction) or be distributed in a way that allows you to respond appropriately.
Social media platforms and communities Social media community functionality helps businesses build and develop their strategy on social media platforms, cultivate followers, and maintain memberships. The tools found in social CRM software automate administrative processes and provide businesses with actionable data on metrics and trends such as site activity and user engagement.
Automated responses Some solutions provide a way to respond automatically to social media cues, allowing you to retweet messages or provide stock responses to commonly asked questions with a minimum of personnel time.
Internal collaboration For companies with multiple people responding to messages, the system needs to be able to route messages to the appropriate person within the organization, and/or to open and close customer service issues that come through this channel.
Marketing integration The ability to organize new followers into demographics allows for much more efficient sales and marketing tactics. This application category would also include the ability to monitor sharing/subscription statistics on emails and blogs.
Contact management If your strategy requires translating followers into contactable leads, integration with other contact management tools will be a vital part of your social solution.

The benefits of social media CRM should be obvious: it allows you to track and manage data at unprecedented levels of detail, giving you the opportunity to engage your customers in ways you never would have been able to before. It’s worth noting, however, that social CRM is about much more than the software solution itself. For most companies the benefits will only be realized with a well-conceived customer relationship management program already in place. Otherwise, you run the risk of coming across like a five-year-old driving a Ferrari—very flashy, but without the ability to drive your company where it needs to go.

What Type of Buyer Are You?

The entry cost for social CRM tools has never been lower. Many programs offer a free solution for smaller users, and in a field that’s leading the software industry in terms of Web-based solutions, up-front costs are often nil.

That being said, there are some differences in buyers. The two main types are:

Enterprise buyers. If you’ve invested in or are considering a company-wide CRM product with contact management, marketing automation and/or help desk management or if you’re looking for additional industry-specific software (e.g., field service management, contract management etc.), then seamless integration is likely more important than specific features. For this, you’ll want a CRM product with social capabilities, rather than something with a dedicated focus in the social media space.

Best-of-breed buyers. As a rule, smaller businesses tend to be less focused on enterprise-wide application and more focused on maximum effectiveness at particular activities. If this is the case, focus on the features as you make your purchasing decisions. Many social media management tools straddle the space between social media and CRM, so concentrating on the functions you need can yield you a product that delivers exceptional functionality for a very reasonable outlay.

Market Trends to Understand

As you do a comparison of the best social customer relationship management software for your needs, keep these trends in mind. How your vendor fits with these trends could have a big impact on their viability.

  • All CRM is social. Given how essential this functionality is going to be in the future, it’s possible that almost every CRM product is going to offer social capabilities within the next few years. The only question is the focus, how it fits in with your company and what its features are compared to the other tools on the market.
  • Free software. Social media as a category is really leading the way in terms of free ad-funded products, and social CRM is no exception. The more features you need, the more likely you’ll have to upgrade to a pro subscription, but for basic CRM tools there’s a chance you may be able to find a free solution.
  • Platform as a Service (PaaS). An outgrowth of Software as a Service, PaaS allows organizations to develop apps in the cloud. As social CRM continues to grow, expect PaaS-based apps to grow with it.
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