Topic 8- Social CRM

I like the concept of Social CRM, as it makes it easier for the consumer to get in touch with the company a lot quicker although the downside is that it makes it a lot easier for complaints to start popping up.. but the company can address these issues quickly. what is Social CRM you ask?
Social CRM (Customer Relationship Management) is use of social media services, techniques and technology to enable organizations to engage with their customers.
Their are two main was of maintaining Customer relationships and they are:

Social Engagement : Social CRM tools allow businesses to better engage with their customers by, for example, listening to sentiments about their products and services.

Social Customer Service: Ownership of social media is shifting away from Marketing and Communication as engagement increasingly relates to inbound customer service-based topics. Rather than social being seen purely as a space for companies to deliver outbound marketing messages, it is the inbound customer queries that allow for meaningful points of engagement and the building of brand advocacy.

 which leaves you asking how can that benefit my company.. we have that covered as well.
what are the benefits of Social CRM?
Social CRM can help manage campaigns across different social media platforms, and help to better understand customers’ and their general behaviour online. It can also help with being able to respond quicker to customer- Twitter API, for example, can allow customer support providers to reach out to distressed clients moments after they tweet a complaint.