Posted by Paul Anderson
Why Social CRM provides a new approach of doing business?
Just as internet has opened up new scope, the evolution of social media also increases new opportunities in the world of business. As a result there has been a huge customer evolution that results in the appearance of new social customers alongside conventional customers. This trend automatically paves the way for emergence of social CRM technology.
With the help of social CRM practice, businesses now listen to the real time conversation to understand to their customer’s needs, preferences and thus can engage their clients with more personalized as well as targeted offers and also build new business opportunities.
Social CRM is less about the tools and more about the philosophies, culture, and business processes that drive the people to use the tools. Above all, social CRM is a new way of thinking and doing business that responds to the emergence of the social customer.
Here are the five best ways to be followed for creating an effective Social Customer Relationship Management strategy for your business.
1. Think about your strategy
You must be aware of the challenges that your organization needs to solve and also prepare a long list of those issues. You must analyze how Social CRM can help you in this matter. A good social CRM system allows your company to connect social customer with relevant interaction across their preferred channels of communication.
2. Get technology support
Without the support of technology social CRM strategy proves to be a failure. By any cost, you must capture all the important social data of your clients. And for that you have to update online forms as well as web pages in order to capture LinkedIn profile URLs of your clients, usernames in Twitter and also their Facebook usernames.
3. Put on your customer hat
Instead of pushing promotional messages to your clients, you must listen as well as work together with customers. Use your social media management system for identifying clients amongst various people who are involved in interacting with you on Twitter and Facebook. Don’t forget to acknowledge as well as respond to their queries and promote ideas.
4. Take action
Monitoring the social media as well as listening to social conversations about your company is the most elementary part of social media activities. You should be able to collect qualitative data, track people’s sentiment, recognize any changes over time, and take action based on your findings. Your social CRM system must help you in this matter.
5. Change your culture
Unless and until your organization takes initiative to become a social enterprise, you will fail to accomplish a long lasting return on your investment. You must identify and also pay incentive to the people who have embraced this huge transformation in culture. Your employees should have the proper guidelines as well as training that are important to outshine in today’s social world and also drive in social CRM initiatives.
The real promise of social CRM is its ability to change how your company does business. Social CRM allows you to improve your customers’ experience with your brand while building advocacy. Just y responding to your comments in social media is not enough. However, if you actually fix the problems that customers are identifying and you collaborate with your customers, you are actually expected to get the real benefit.
