Overcoming Challenges in Social CRM Implementation: A Systematic Analysis of Emerging Trends and Best Practices

The rapid evolution of social media and customer behavior poses significant challenges for companies implementing Social Customer Relationship Management (CRM).This systematic literature review aims to identify and analyze the strategies companies can employ to overcome these challenges and leverage the emerging trends in Social CRM.Through a comprehensive search of academic databases, the authors identify machine learning, big data analysis, artificial intelligence, and data mining as essential tools for managing the complexity of social media data and enhancing the effectiveness of Social CRM.The use of blockchain technology is also proposed as a means to improve data security and customer trust.The findings suggest that companies adopting these strategies can gain substantial benefits, such as improved customer engagement, reduced churn, and enhanced brand loyalty.The study contributes to the literature by providing a synthesis of the key tools and approaches for successful Social CRM implementation and offering practical recommendations for companies navigating this dynamic landscape.Future research directions are discussed, highlighting the need for empirical studies on the effectiveness of the identified strategies in different industry contexts.