The Power of Social CRM | Complete Guide

Social Customer Relationship Management or social CRM is nothing but communicating with customers through social networking sites like Twitter, LinkedIn and Facebook. Social CRM integrates all types of social media platforms with customer relationship management (CRM) systems to provide insight into customer interactions with a brand, and to improve the quality of customer engagement. Social CRM refers to the methods used to establish customer relationship using various tools on social networks. It is a lot different from the traditional CRM.

 

sales automation

 

Using social CRM as a central component of your business model can bring significant benefits that are as follows:

 

Customer Retention: Social CRM allows you to address customers’ queries and complaints effectively and in a timely manner, which creates a positive impact on customers. It also enhances customer loyalty. It also enables you to know more about your leads and existing customers. You can gain a better understanding of your customers’ passions, lifestyles, activities, and so on. This customer-centric data enables you to cater to the needs of customers and leads more effectively.

 

Social media strategy also provides you an opportunity to proactively listen to customers’ requirements and what they feel about your business. Social CRM allows you to enter the vicinity where people discuss their needs and also discussing your brand and business products and services. You can show that you care for your customers by being where your customers are, listen to them carefully what they say, and get engaged in those discussions when appropriate.

 

marketing automation

 

Generate Leads: Uploading relevant content on social media channels that address customer’s needs, provides solutions to their issues, and guides them take the maximum advantage of your products and services is one of the most effective ways to generate qualified leads. Your existing customers recognize the value your business offers, and they spread the positive word of mouth. Social CRM is not only limited to marketing and selling your products or services, but it is all about offering real value and teaming up with consumers to enhance their experience and buying journey.

 

Lead Conversion: Social CRM amplifies your lead conversion rates dramatically. However, to achieve such a massive lead conversion, your customer conversion process should be automated, seamless, and without any hassle, both online and offline:

 

Online: You can channelize the process for signing up for your products and services or purchasing products. For example, Amazon.com follows the same model.

Offline: If your sales process is working offline, then you must ensure that your sales team is proactive enough to act on leads swiftly coming in from your business website.

 

Stronger Brand Presence: Relationships get established well if it is two-way communication. You must follow people if you wish that people follow our business on twitter, facebook, LinkedIn, and so on. As you want that people should take an interest in your brand or business products and services, then you must also show interest in knowing what people want from your products and services. Go through the consumers’ blogs and comments and try to understand what their concerns are. This will generate confidence in consumers’ minds regarding your brand that you care for them and ready to listen to them. Besides this merely showing interest in consumers’ blog and comments not enough, try to come up with solutions for their issues and also share valuable insights regarding your business products and services that will help prospects and your existing customers to know your brand in a better manner. You can also create your brand presence online stronger by re-posting something that has been already shared on the internet related to your business and industry. Retweet the content on twitter that is related to your brand or industry.

 

Summary: Social media empowers businesses to harness the power of community participation and collaboration. These two qualities are inherent in social media and essential in social media strategy. Undoubtedly, inviting community participation comes with some risk too.