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 41 products
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Showing 1 - 20 of 41 products

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

Pipedrive

Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan their sales activities and monitor deals. Built using activity-based selling methodology, Pipedrive streamlines every action invol...Read more

LiveAgent

LiveAgent is an online Help Desk 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

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

Pivotal CRM

Pivotal CRM is a fully featured customer relationship management (CRM) platform suited to organizations of all sizes. Core modules include marketing automation, lead management, sales force automation, customer service and more....Read more

3.67 (6 reviews)

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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

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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

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Infor CRM

Formerly Saleslogix, Infor CRM offers a flexible customer relationship management (CRM) system for managing relationships, information and CRM. It provides comprehensive capabilities for managing sales, marketing and customer serv...Read more

3.66 (25 reviews)

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Zurmo

Zurmo is a customizable open-source customer relationship management (CRM) system for small businesses. It features applications for contact management, sales force automation and marketing automation. The solution enables users t...Read more

0.00 (5 reviews)

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Batchbook

Batchbook is a cloud-based social customer relationship management (CRM) system that enables small and midsize businesses (SMBs) to create and manage customer records. It provides customizable fields that can be used to fill custo...Read more

4.36 (7 reviews)

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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

CRMnext

CRMnext is a cloud-based customer relationship management (CRM) solution that helps businesses manage customer-related processes, from lead capture to post-sale. Key features include marketing solutions, process management, analyt...Read more

4.50 (2 reviews)

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Relenta

Relenta is an email-based customer relationship management solution suitable for small and mid-sized companies. It helps businesses in email management, contact management, sales automation and providing a shared calendar. Re...Read more

4.88 (33 reviews)

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SalesSeek

SalesSeek is a cloud-based customer relationship management (CRM) solution suitable for small, midsize and large enterprises. Primary features include sales funnel management, contact management, marketing automation, email market...Read more

4.40 (35 reviews)

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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

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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

3.94 (497 reviews)

5 recommendations

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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

4.36 (2748 reviews)

8 recommendations

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RAYNET CRM

Simplify your CRM. All contacts, deals, your calendar, your sales pipeline analysis –⁠ all in one place. Perfectly organized data that simplify your work and give you a thorough overview of your business. RAYNET CRM helps your ...Read more

4.86 (22 reviews)

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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

3.80 (356 reviews)

6 recommendations

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Shape

Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for b...Read more

4.96 (27 reviews)

4 recommendations

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Re:amaze

Reamaze is a cloud-based help desk and customer messaging solution that helps businesses support, engage and convert customers using a single app. It’s suitable for businesses across industries such as higher education, retail, fo...Read more

4.84 (51 reviews)

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Popular Social CRM Software Comparisons

Buyers Guide

Last Updated: March 11, 2022

 

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.