There are two ways of handling SMO which is:
1- Adding social media links to content such as 'Tweet it' buttons, RSS feeds, sharing buttons, Pin It buttons
2- Promoting activities through social media via tweets, pins, blog posts and status updates
Social CRM, also known as Social Customer Relationship Marketing is another powerful business tool that marketers use. When a visitor to your social network likes' or follows' you, this opens up a host of communication, marketing and networking opportunities. Social media sites enable a customer to follow conversations about your company and brand in real-time, and the company receives market data and feedback.
Social Media CRM works both ways. It enables a customer to tell a company and everyone about their experiences with the company's products or services, both good and bad experiences. For the business perspective, it enables them to respond in real-time to both these positive and negative feedback, attend to customer problems almost immediately as well as rebuild or regain customer confidence.
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