Here are some examples of social CRM in action:
A business — or even a customer — creates a fan page for your company or product in Facebook. People who like your brand and the way you conduct business will sign up as fans, creating a venue for communication, marketing and networking.
A business can quickly get information out to users who are interested in the company or its products.
A business can follow conversations about its brand for real-time market data and feedback.
A customer can easily tell a company — and everyone else — about their experiences with the company, whether those experiences are good or bad.
A business can respond very quickly to negative feedback, attend to customer problems and maintain, regain or rebuild customer confidence.
A customer can use social networking sites to offer ideas for future products or tweaks to current ones.