Social CRM or Social Customer Relationship Management is CRM combined with social experience via the Internet. It is the collaborative business solution by interaction and transaction between customer and the organization itself using mediums like Facebook, Web 2.0 sites, Twitter, etc or generally known as Social Media.
 
Social CRM can mean different things to different organizations but in general, it is a strategy combined with software tools. It uses various tools to meet the solutions of the many business challenges involved in terms of their interaction to their customers.