SCRM (Social Customer Relationship Management) refers to the use of social media and messaging platforms to manage and analyze interactions with customers or, in the context of cybersecurity, potential victims. Cybercriminals may use SCRM tools to track, engage, and manipulate targets by leveraging data from social networks, chat apps, and online communities. These tools help attackers build trust, personalize phishing attempts, and coordinate large-scale social engineering campaigns. Understanding SCRM is crucial for organizations to detect and defend against threats that exploit social channels for malicious purposes.