As per a survey, it was found that 39% say that social networks provide the main inspiration for their purchases. Customers are already there actively engaged in conversations about your brand and your competitors. You should notice whether they are complaining or recommending or asking questions about you. You have to find the answers, solutions, and resolutions they need on their chosen platforms. Social customer relationship management helps you to integrate traditional CRM tools with real-time updates so that you can gather data and find solutions with your customers and prospects. Read more at: http://it.toolbox.com/blogs/insidecrm/moving-from-social-media-to-social-crm-78781