Blog

Customer relationship management has been the center of business management for a long time. Regardless of their size and industry, every business has implemented this simple, yet effective tool and benefited over time. On the other hand, we are in the gifted-age of the tech revolution, wherein everything is evolving faster.

There is a new member of the CRM family in town - Social CRM.

Just like its counterpart, Social CRM brings a lot to the table and benefits business in so many ways. Let's have a brief look at what social CRM can do, and why your business needs one now.

What Is Social CRM?

Social CRM, as it sounds, is a customer relationship management solution that integrates all your social media business profiles like Facebook, Twitter, Instagram, and LinkedIn with a unified CRM platform. To put it simply, Social CRM adds the social dimension to your traditional CRM in handling your customers and your relationship with them.

Why does your business need Social CRM?

Enhancing customer satisfaction is not the only benefit of social CRM. There is much more.

Social Listening

Social CRM helps you monitor mentions on social media and all over the internet. Analyzing and categorizing writing based on polarity as positive, neutral, or negative enables you to evaluate your brand reputation. With a social customer relationship management solution in place, you can prioritize your social response based on the opinion's polarity, ensuring a strong customer relationship. An immediate response to an angry customer is far more critical than a reaction to a happy review.

Better Customer Engagement

Analyzing your identified prospects' social profiles gives you a better and clear understanding of your target audience. Constant conversation with your prospects in their social habitat allows you to know more about their interests and activities. These valuable insights and information on how they feel about your product or service will enable you to do sentiment analytics and improve your brand credibility.

Customer Interaction Team Benefits

Following your customer activities on Facebook, Twitter, and Instagram provides your customer relationship team actionable intel on customer behaviour and challenges. Social media is the place people share good and bad reviews on the products and services they utilize. Sometimes the customer shares a problem with a product on social media even before reaching out to its customer care service. Reaching such an unsatisfied customer before they reach your customer care will project you as a business that cares the most for its customers. Adding to that, you gain the customer's trust and loyalty.

Social Media Content Strategy

Analytical data on what your customer likes to see on social media from social CRM can help you coordinate your marketing campaigns more effectively. If your video post gets more engagement and your long text posts get the fewest attention, stick to more video content and avoid long text posts. You can post crisp, shot reads. Altering your content strategy according to your customer engagement data is another benefit to social customer relationship management solutions.

Feedback Management

Gathering feedback from your customer via social media tremendously increases with a proper social customer relationship management solution in place. Working on the unstructured public opinion about products and services can help devise marketing strategies and improve customer services. Processing comparative opinions gives a better understanding of what you compete against in the market, as well as what your customers feel when using multiple products.

Boost Brand Identity

A well-managed online presence can boost brand exposure and open channels for marketing and selling. Suppose your social endeavours are meaningful, and you respond to customers quickly with relevant and helpful comments to their queries. In that case, a considerable number of likes, shares, and retweets will come your way. This successful social engagement will stimulate a sound marketing wave across social platforms. The result? Your brand identity skyrockets.

Self and Competitor Analysis

Tuning in closely on the unfavourable reviews of the competitor's product features and responding with campaigns targeting that gap provides you with an added competitive advantage. Keeping constant tabs on what customers like and don’t like about your product opens new horizons for product or service enhancement.