Social media marketing is such a fascinating field to work in. Finding just the right combination of content, sales service, and customer relations for maximum return is exhilarating, and a passionate social media marketer can really grow a brand’s social media presence. Customers want to be engaged, and one way a brand can optimise engagement with customers is through social CRM activities. This article takes a look at what exactly social CRM is, and why businesses should adopt social CRM activities to improve their customer relations:
Social CRM defined
Customer Relationship Management (CRM) software began as databases of customer contact information and customer behavior data which were merged. In the 30 years which have transpired since then, CRMs have become companies’ central nervous systems.
CRM platforms supply organisations with multi-dimensional customer profiles which assist with predicting, controlling and automating sales practices while, at the same time, continuing with the process of collecting information.
Through the introduction of social media, organisations are better able to collect customer data as well as track online behavioyr through open social channels. Social CRM software combines social information with a company’s existing CRM software in order to give a thorough overview of an individual’s online behaviour.
Did you know that 65% of customer service teams use social media? Customer relations management and social media were bound to intertwine sooner or later, and many prolific CRM tools now seamlessly integrate social media channels alongside traditional CRM activities. This makes it possible for companies to communicate directly with customers through their preferred mediums of interaction.
Like any CRM system, a social media CRM allows managers, statisticians, and other interested parties to engage and interact with clients in a range of ways. These include through telephonic conversation, text message, instant message, email, or social media. Social CRMs also track key metrics to offer informed, actionable insights for improvement.