Social media is only important at the margins. It cannot identify your ideal customer. Most of the huge streams of data flowing out of social media are irrelevant. Figuring out how to make use of the data can be daunting.
However: if you know your customers' social accounts... your understanding of that customer increases exponentially. IF you have a person paying attention to this person. Social media accounts are being added to customer records at every company. What about yours?
MarketsandMarkets: CRM Market by Application & Deployment, 2013-May
Customer Relationship Management has become a vital part for various functions across global enterprises. Advancements in Social CRM have made it faster, reachable and have also brought in vital information on business analytics.
Enterprises are adopting social CRM as an additional channel in the overall CRM software solutions. Social CRM refers to a social layer on top of tradition CRM software solutions; these solutions provide enterprises with several advantages including increased transparency, better communication of business ideas and information, flexibility and performance. Social CRM helps companies to establish customer engagements and increase their brand presence among customers. Social CRM focuses on capturing the customers need and creating value for them in a transparent business environment