The relationship between brands and customers has traditionally been focused around the brand, not the customer. However, the rapid adoption of social networks has shifted the balance of power to the customer. We increasingly seek out opinions online about products and services before making purchase decisions. These are trusted more than a brand’s own website, and a lot more than advertising. There is a proven link between online conversation and sales. By creating communications strategies that customers want to engage with – not avoid, Social CRM programs can deliver real value, not buzz. Whereas traditional CRM activity focused heavily on operational effectiveness and its impact — both internally and on the customer — social CRM is all about people and community. It’s about how your company intends to participate in the ongoing conversations taking place in the industry. How you embrace non-traditional influential people like popular industry bloggers, and social sites on the Web frequented by your audience. Fully understanding the importance of contributing to discussions will help you build the reputation needed to become a valued member of the online communities relevant to your business. The social media marketing efforts are not only helpful in website branding and bringing in some referral traffic, it also influences the organic search engine rankings of a website prominently. Search engines count the links or references to the website on the social media channels as the measure of popularity of a website. Major search engines have integrated with Twitter and Facebook (with Bing) to show real time search results from these social media platforms.  The website citation in social networking and bookmarking sites can increase the rankings for latest news topics which employ QDF algo. Apart from this, Twitter tweets can be often found in top results when we select “latest” as the timeline on the left hand menu of Google search result pages (default is “all time”). Bing has inked a deal with Facebook where it would be showing you what your F! acebook friends liked within search results when you are logged into Facebook. Therefore, promotion on social media channels should be an important part of your SEO strategy.