Significance of Social CRM
Significance of Social CRM
As we
know the dynamics of marketing has been completely changed in past few years.
Consumers not only buy the product or services , they also buy feelings,
emotions that urge them to buy and stay connected with the particular brand for
a longer time. Social CRM is not simply based on client data and client
interaction however; it is more based on conversations and relationship we
build with customers during the interactions over the social networking
websites. As per one of the recent surveys done by Twitter and Market Probe
International, 64 per cent of social media users have shared a positive
experience about a business online. By implementing the Social CRM strategy to
your business you can avail ample of benefits like Marketing teams can identify
and track your businesses biggest online champions and influencers and follow
what they are saying and sharing. Upper management can prioritise social
prospecting with the involvement of all relevant employees Business become less
reliant on individual employees for managing a social media presence and less
affected if these employees leave.
Let us
look into few advantages of Social CRM
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.
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.
Reduce support costs
Addressing
customer nitty-gritty issues online on social media platforms saves the time of
your support team, and also the expense goes down in hiring more employees in
the support team. Addressing the queries of consumers on social media channels
is an easy and time-saving activity. Even customers don’t want to call on
toll-free no’s and wait on IVR for a longer time. On social media channels, it
is more convenient to interact with each other.
Thus,
Social CRM is a basic need for any growing business today. Undoubtedly, Social
CRM software is the most buzz word these days because it is not just a unique
way to sell your products and service but a more effective way to build a
content strategy of your business and present in from of the target audience
and existing customers. Here businesses not pushing the consumers to buy from
them but actually educating the customer about how their products and services
are most appropriate as per their requirements. Besides this, Social CRM
strategies help businesses to delight their existing customers by addressing
their issues quickly and generate customer loyalty.
Summary: Social media allows businesses to harness the power
of community participation and collaboration. These two aspects are inherent in
social media and essential in social media strategy. Without any doubts,
inviting community participation comes with some risk too.
