Social CRM

• Customer relationship management which takes into account relationships in online and offline worlds
• Requires social network integration
• Goes beyond contact records and sales funnel management

Examples:

• Salesforce with social integration
• SproutSocial
• Nimble
• Coordinated Omnichannel marketing (with 1:1 social)

Little Data

• Little data is data about a specific user, designed for customization of products and support of relationship-centric brands
• Social CRMs and social network APIs are useful in managing little data
• Unexpected usage can cause anything from user confusion to outright anger
• When used well, products and business-to-customer relationships feel more natural and intuitive

Examples:

• Facebook Social Graph (for an individual)
• Individual record in a social CRM