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Online social networks have changed the ways of communication and socialinteractions, especially in the Customer Relationship Management (CRM). In thissense, a new concept about business strategies involving CRM and social mediahas aroused, known as Social Customer Relationship Management. Despite to be anemergent and promising research field, it was perceived that Micro and SmallEnterprises (MSE) have shown few or no process of Social CRM implemented.Aiming to test this hypothesis, this work conducts a market analysis inSantar\'em City, located in the Par\'a State, evaluating the adoption of SocialCRM by MSE. The main contribution of this study is related to the understandingof the dynamics between Social CRM and MSE. As results, the construction ofinsights' list of products and solutions suitable for the implementation ofSocial CRM by MSE, with the potential to guide research and developmentprojects in this area.

Ado\c{c}\~ao de Social CRM em Micro e Pequenas Empresas: Uma An\'alise do Mercado Santareno