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Social Customer Relationship Management or social CRM is one of the effective and advanced ways for businesses to interact with customers through various social media platforms like LinkedIn and Facebook. Social Customer Relationship Management integrates social media portals with customer relationship management (CRM) system to offer intelligent insight into customer interactions with a brand, and to enhance the quality of customer engagement. In a nutshell, social CRM is a unique method that can be used by businesses to establish customer relationships by using various tools on social network platforms.
Traditional CRM is a lot different from social CRM. Traditional CRM primarily stores and streamlines customer vital information like names, company details, geographical location, and transaction history and so on. Traditional CRM fetches customer information mostly from email and phone conversations, through company records or data fed by a customer in survey or feedback forms.
On the other hand, Social CRM offers better advantages in comparison to traditional CRM as it fetches the customer information through social media portals like LinkedIn and Facebook that helps businesses in offering far better customer service in a more personalized manner that is a rage of marketing domain now.
The sales and marketing world has witnessed a plethora of changes in recent times. The dynamics of the sales and marketing domain is transforming rapidly. To match the pace of these frequent changes and to be updated with new and advanced sales and marketing tactics businesses need to be on their toes all the time. Gone are the days when consumers used to buy products and services just by going the words of the sales and marketing professionals. With the arrival of the internet, the dynamics have been transformed dramatically and consumers are smarter now. They surf multiple websites, check reviews and feedback on products and services they looking forward to buy.
They also check and ask their social community members about the products and services they need to buy and then they make any buying decision. In such scenarios, Social CRM acts as bliss for sales and marketing professionals to target the consumers effectively and in a personalized manner. This is because Social CRM is not based simply on customer information but it is built on the kind of conversation consumers make with the business on different social media platforms. This helps sales and marketing professionals to build personalize and strong relationships with consumers. On the other hand, Traditional CRM is based on direct advertising to collect customer information to target campaigns at a specific audience and aims to retain existing clients.
This, Social Customer Relationship Management helps sales and marketing professionals to craft a better roadmap to consumers, offers faster and enhanced customer service through a consumer & preferred social media portal, and enables customers to share their experiences with billions and billions of people online.
As we know customer engagement is a primary source of Social Customer
Relationship Management system, so based on that it applies the following
metrics to analyze the level of successful customer engagements
Kind of followers
Total Traffic
Customer Engagement
Brand Visibility
The power of social CRM cannot be denied and ignored as it is based on the power of community participation and collaboration. These two features are inherent in social media and play a vital role in social media strategy. Yes, it is a fact that there are certain risks as well that are inevitable when inviting community participation. Businesses can’t control all the time what consumers speak about any brand on any social media platform. But yes, businesses can keep a close track of consumers’ posts and feedback. Businesses can respond to consumers’ feedback and reviews, and engage with them positively that encourages constructive discussion. With the help of social CRM businesses can analyze consumers’ reviews, feedbacks, concerns, complaints, and demands and then devise creative and effective alternatives to participate in conversations with consumers.
Another aspect of Social CRM that is highly beneficial for businesses that it empowers businesses with the power of tracking the market’s latest trends and gives a detail view of what consumers are speaking about their business or any other company. Social CRM enables businesses to know what consumers actually feel about particular business products and services that enable businesses to address consumers’ needs and pain points effectively. With the help of social CRM, businesses get early alerts of any negative feedback given by consumers on social networking platforms. This helps businesses in addressing consumers’ pain points at the very beginning of dissatisfaction. It enables a business to mitigate if any damage to company reputation happened at an initial stage. Thus, Social CRM also offers a unique platform where businesses can address consumers’ concerns quickly and effectively. As we know, any negative feedback can go viral in today’s time and can spoil the complete reputation of the company but with the help of social CRM, businesses can address dissatisfied customers instantly.
Besides controlling the negative feedback and addressing consumers’ pain points businesses with the support of social CRM can also generate and disperse useful content related to their products and services. Social CRM harnesses the power of various tools that enable businesses to track customers’ feedbacks and reviews and can identify the most influential customer who spread across the positive word of mouth about your company and whom other people look to for information and guidance. Once businesses gain knowledge of these key influencers, they can reward them that result in the goodwill of the company.
Social CRM is a personalized and unique way to connect with consumers
effectively. Incorporating social CRM as a central component of business can
create wonders and offers great advantages that are as follows
Advantage 1
Customer Retention
Advantage 2
Quick Lead Generation
Advantage 3
Stronger Brand Presence
Advantage 4
Reduce support costs
Advantage 5
Better Lead Conversion
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