Social CRM (Customer Relationship Management) is use of social media services, techniques and technology to enable organizations to engage with their customers. It is fostered by communication with customers through social networking sites, such as Twitter and Facebook.
It’s all about business that It’s sometimes hard to distinguish the hype around social media from the genuine value it can bring. Social CRM simply adds a social dimension to the way you think about customers and your relationships with them.
Below are the Characteristics of Social CRM:
- SocialCRM tools allow businesses to better engage with their customers by, for example, listening to sentiments about their products and services.
- Social Engagement with prospects: SocialCRM tools allow businesses to better engage with their customers by, for example, listening to sentiments about their products and services.
- The key benefit of Social CRM is the ability for companies to interact with customers in a multi-channel retailing environment (commonly referred to as omnichannel) and talk to customers the way they talk to each other.
- A business or even a customer creates a fan page for your company or product in Facebook. People who like your brand and the way you conduct business will sign up as fans, creating a venue for communication, marketing and networking. A business can follow conversations about its brand for real-time market data and feedback.
- Social CRM enables companies to track a customer’s social influence and source data from conversations occurring outside of formal, direct communication.
- Social CRM also allows you to keep a full audit history of all customer interactions, regardless of social channel they choose to use, available to all your customer care employees.
- You can combine everything you already know about each customer, prospect and lead with new information about their social media activity. And when a customer chooses to contact you via Twitter or Facebook, you can track and manage the conversation in as much detail as you would for a telephone or email inquiry.
- You can monitor, track and benchmark your social media communications using CRM tools, dashboards and metrics.
Social Media Importance of your Business
You get to see your target market, up close and personal. Part of what makes marketing with Facebook and Twitter so cool is the interaction you get to have with your customer base – you can read their tweets and status updates to get insights into their daily lives.
You can respond to problems immediately. If there’s a problem with your product or service, you want to know about it immediately. With the feedback you get in the process of social media marketing, you’ll be the first to know when there are issues – and you can take steps to resolve them right away.
Your competition is Tweeting and Facebooking like crazy. The early bird gets the worm, and the sooner you start up Facebook and Twitter pages, the sooner you can start amassing a ton of fans and followers. This isn’t something you want to fall behind the competition on, because it’s much harder (and more expensive) to play catch up than it is to get in on the game early.
Increased Brand Recognition. Every opportunity you have to syndicate your content and increase your visibility is valuable. Your social media networks are just new channels for your brand’s voice and content. This is important because it simultaneously makes you easier and more accessible for new customers, and makes you more familiar and recognizable for existing customers.
Customers you didn’t know existed will find (and buy from) you. In the process of marketing with Facebook, you’ll probably join a ton of groups related to your products, industry and customer base. By posting links in these groups, you’ll help influence customers to check out your site. Post a link today, and two weeks later you might see a sale from it.