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.

Before the evolution of SCRM, there was the traditional customer relationship management. This was viewed as expensive and hard to implement by many of the businesses before. But, with the rise of Internet interaction and especially the inventions of social networking sites like Facebook and Twitter, the traditional customer relationship management has made a big leap of evolution. 

The following are the differences between TCRM and SCRM:

• TCRM is data-driven while SCRM is content-driven. This means that in SCRM, businesses put relevant contents to the social media sites to generally start interaction with the customers by giving solutions to their problems.
  
• TCRM is focused on processes while SCRM is focused on conversation through social media sites.
  
• TCRM involves the organizations departments. In SCRM everyone including the customer is involved in the business processes in many channels through the Internet.
  
• TCRM is operation focused while SCRM is people focused. SCRM gets the attention of customers by solving possible problems through blog posts, podcasts or Youtube videos.
  
• Customer has the capacity to interact with the organization through dynamic channels like social networking sites such as Facebook, Twitter and Youtube.

Knowing what social CRM is about is definitely a must for a company that is seeking for improved sales and better social customer interaction. The evolution of TCRM to SCRM really made a big change to the interaction between the customer and the businesses.

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