Social Customer Relationship Management (SCRM) is an environment that enables businesses to manage customer expectations interactively through social networks. Technological developments and the spread of social media have made enterprises need to use SCRM by integrating customer relationship management with social media. For firms to ensure SCRM effectiveness, employees should be trained on SCRM, and necessary changes should be made within the organization. The purpose of SCRM is to use a business's social media connections to turn its customers into loyal customers, to direct them to buy the products/services of the business, and to turn them into business advocates. In addition, instead of just making sales, it aims to communicate with customers, give customers positive experiences about the business, and build strong relationships through social media. This study provides firms with a perspective on SCRM and guides them to identify the framework for successful SCRM implementation. The issues described in this section will drive businesses to implement SCRM successfully. In addition, this study will also contribute to companies on methods for adopting and evaluating SCRM.