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Social CRM Software


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amoCRM logo
 
AmoCRM is a cloud-based customer relationship management solution that helps users manage the sales pipeline. Users can receive feedback and reports about the performance of salespersons. The solution offers lead scoring and nurturing,... Read More
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AmoCRM is a cloud-based customer relationship management solution that helps users manage the sales pipeline. Users can receive feedback and reports about the performance of salespersons. The solution offers lead scoring and nurturing,... Read More
 
Base logo
 
Base CRM is the web and mobile-based customer relationship management (CRM) application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Base CRM features... Read More
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Base CRM is the web and mobile-based customer relationship management (CRM) application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Base CRM features... Read More
 
BNTouch Mortgage CRM logo
 
BNTouch Mortgage CRM is a mortgage-specific CRM system that offers mortgage brokers and bankers alike a solution featuring marketing automation capabilities. The software offers features for each step of the mortgage process, from... Read More
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BNTouch Mortgage CRM is a mortgage-specific CRM system that offers mortgage brokers and bankers alike a solution featuring marketing automation capabilities. The software offers features for each step of the mortgage process, from... Read More
 
Pipeliner CRM logo
 
Pipeliner CRM is an end-to-end customer management system that provides better visibility and transparency into the entire sales process. It is a web-based system that is both Mac and Windows compatible, as well as offering an app... Read More
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Pipeliner CRM is an end-to-end customer management system that provides better visibility and transparency into the entire sales process. It is a web-based system that is both Mac and Windows compatible, as well as offering an app... Read More
 
SalesNOW logo
 
SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including contact,... Read More
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SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including contact,... Read More

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Salesforce.com Service Cloud logo
 
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
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Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
 
SalesOutlook CRM logo
 
SalesOutlook CRM is a comprehensive customer relationship management (CRM) and email marketing system that embeds into Microsoft Outlook. SalesOutlook CRM automatically syncs all customer data at one place. All files and email correspondence... Read More
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SalesOutlook CRM is a comprehensive customer relationship management (CRM) and email marketing system that embeds into Microsoft Outlook. SalesOutlook CRM automatically syncs all customer data at one place. All files and email correspondence... Read More
 
Front logo
 
Front is a cloud-based collaboration tool for small and midsize businesses. Front consolidates various communication channels such as email accounts, Facebook and Twitter, and helps users to automate communication workflows. When... Read More
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Front is a cloud-based collaboration tool for small and midsize businesses. Front consolidates various communication channels such as email accounts, Facebook and Twitter, and helps users to automate communication workflows. When... Read More
 
Propertybase logo
 
Propertybase is a cloud-based Customer Relationship Management and marketing solution that caters to Real Estate brokers in businesses of all sizes. Key features include Marketing Automation, Sales Automation, Social CRM and Web Self-Service. Propertybase... Read More
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Propertybase is a cloud-based Customer Relationship Management and marketing solution that caters to Real Estate brokers in businesses of all sizes. Key features include Marketing Automation, Sales Automation, Social CRM and Web Self-Service. Propertybase... Read More
 
Membrain logo
 
Membrain by Upstream is a cloud-based sales automation platform with CRM functionality. The solution provides pipeline management, prospecting, lead scoring, sales analytics and content management functionality. Membrain users can... Read More
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Membrain by Upstream is a cloud-based sales automation platform with CRM functionality. The solution provides pipeline management, prospecting, lead scoring, sales analytics and content management functionality. Membrain users can... Read More

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Canary AMS logo
 
Canary AMS by TechCanary is a cloud-based Agency Management System that delivers solutions for insurance agencies and agents. Insurance policy workflows help users improve the internal process of sending tasks, emails and reports.... Read More
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Canary AMS by TechCanary is a cloud-based Agency Management System that delivers solutions for insurance agencies and agents. Insurance policy workflows help users improve the internal process of sending tasks, emails and reports.... Read More
 
Experiture Marketing Platform logo
 
Experiture is an integrated hybrid marketing automation and customer engagement solution that caters to small and midsize businesses across various industry verticals and helps them to create and manage marketing programs across... Read More
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Experiture is an integrated hybrid marketing automation and customer engagement solution that caters to small and midsize businesses across various industry verticals and helps them to create and manage marketing programs across... Read More
 
Kareo Marketing logo
 
Kareo Marketing is a cloud-based customer relationship management solution that is designed to help medical practices manage their electronic health records (EHR), medical billing and patient engagement. The online scheduling feature... Read More
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Kareo Marketing is a cloud-based customer relationship management solution that is designed to help medical practices manage their electronic health records (EHR), medical billing and patient engagement. The online scheduling feature... Read More
 
Digimind Social logo
 
DigiMind Social is a cloud-based customer relationship management (CRM) solution suitable for businesses in any industry. Key features include social media monitoring, keyword monitoring, reputation management and reporting and analysis. DigiMind... Read More
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DigiMind Social is a cloud-based customer relationship management (CRM) solution suitable for businesses in any industry. Key features include social media monitoring, keyword monitoring, reputation management and reporting and analysis. DigiMind... Read More
 
Shape logo
 
Shape is a cloud-based business management solution designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines and connect with customers. The solution caters to multiple industry... Read More
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Shape is a cloud-based business management solution designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines and connect with customers. The solution caters to multiple industry... Read More

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Oracle Sales Cloud logo
 
Oracle Sales Cloud is a sales management application under Oracle’s umbrella of hosted customer experience (CX) products. An emphasis on modern interface design, simplified cloud-based implementation and a highly functional native... Read More
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Oracle Sales Cloud is a sales management application under Oracle’s umbrella of hosted customer experience (CX) products. An emphasis on modern interface design, simplified cloud-based implementation and a highly functional native... Read More
 
Zoho CRM logo
 
Zoho offers a cloud-based customer relationship management (CRM) solution tailored to the needs of small and midsized businesses. Its interface includes CRM tools such as sales and marketing automation, customer support and a help... Read More
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Zoho offers a cloud-based customer relationship management (CRM) solution tailored to the needs of small and midsized businesses. Its interface includes CRM tools such as sales and marketing automation, customer support and a help... Read More
 
Nimble logo
 
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, email... Read More
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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, email... Read More
 
Marketo logo
 
Founded in 2006, Marketo has been the choice of leading B2B companies. We really like the fact that users can integrate social behavior into their existing customer database to provide more information on prospects.
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Founded in 2006, Marketo has been the choice of leading B2B companies. We really like the fact that users can integrate social behavior into their existing customer database to provide more information on prospects.
 
Spark by Marketo logo
 
Designed for small businesses, Spark (Marketo’s social CRM software) focuses on three types of applications: social sharing, social engagement and social promotion. This powerful CRM system is available for web-based deployment.
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Designed for small businesses, Spark (Marketo’s social CRM software) focuses on three types of applications: social sharing, social engagement and social promotion. This powerful CRM system is available for web-based deployment.
 

Buyer's Guide

by Andrew Friedenthal,
Market Research Associate
Last Updated: May 26, 2018


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 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.
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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CRM Software Pricing Guide

Free Download:
Ten Steps Guide to Selecting the Right CRM Software

 

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