Social media has had a revolutionary impact on Small and Medium Businesses’ (SMEs) customer engagement methods as a result of the increasing prevalence of internet connections. In order to interact with customer in more dynamic way there are lot of changes in both traditional and modern approaches to engagement tactics. In order to evaluate their consumer engagement goals and overall business performance, this research study analyses key social media metrics that are worth use to retailers to assessing their customer engagement objectives and the general performance of their business. This study provides important Metrics that SMEs should monitor for Facebook, Instagram, and WhatsApp in order to improve their engagement and strategy. Furthermore, a conceptual framework is proposed that offers specific recommendations to SMEs on how to match their social media strategy with changing market conditions is put forth. The results also suggest areas for future research in more complex evaluations of how social media metrics are incorporated into customer engagement framework.