CRM solutions are transforming with the rise of user-generated content and social media. As platforms like Twitter and Facebook become more prominent online, they are reshaping CRM by improving customer interactions and making businesses more effective. CRM providers are adapting their characteristics to focus on enhancing engagement across social channels. Brands can now interact with over 60% of users on social media, allowing for fast responses to customer queries. CRM systems are evolving their user interfaces to mirror social media experiences and meet rising expectations of quick, collaborative support.