What is Social CRM (and how can it benefit my business)?
What is a social CRM? A social CRM (customer relationship management) integrates a company’s CRM software and social media channels such as Facebook, Twitter, Instagram and LinkedIn. This allows multiple company departments to get better visibility of their customers and prospects through social profile analysis and social listening.
By analyzing the social media profiles of your audience and monitoring conversations happening within your business, you can start building a more accurate customer profile, identifying their pain points, and building brand awareness.
What’s the main difference between a social CRM and a traditional CRM?
Social CRMs and traditional CRMs share similar components for your business. However, social CRM is more accentuated to social media marketing customers and analyzes online social media interaction. Traditional CRMs are updated manually at random. This increases the chances that you target your message to someone no longer interested in your offer.
Alternatively, social CRM uses real-time information created by your audience, making it relevant and up-to-date. Unlike a traditional CRM, it is not the marketing teams, but customers who control the channel and conversation they want to have while companies listen. Social CRMs provide greater flexibility your company's marketing department team craft personalized messages that resonate with their audience. This helps build relationships and nurture customer satisfaction.
What are the advantages of using social CRM for your business?
Leveraging a social CRM for marketing and especially for social selling brings numerous benefits to various departments, particularly for the sales team. It can help companies effectively increase their business value on social channels and optimize the sales funnel.
Gain a better understanding of your audience
By using social interactions with your target audience on social networks, you get a glimpse of who they are and how they view your industry and brand. You can learn what they want, what they need, how they feel about your services or shop and other valuable insights.
Improve the customer experience
Social platforms are where your audience expresses themselves and where you can get a wide variety of information, from glowing reviews to angry rants and anything in between. Social media monitoring can help your customer success team provide a better experience for social media users by proactively acknowledging complaints before customers have time to do so. It also allows you to attract potential customers.
Increase brand awareness
Engaging and providing valuable information on social media every month is one of the best solutions to boost brand awareness and find potential customers. With every like, comment and repost, you’re getting greater visibility in the online sphere by producing relevant content. You’re also demonstrating your authority to audiences and prospects alike.
Deliver personalized and engaging content
In Digital Marketing, your content will be overlooked if you’re not sending the right message to your target audience on social media platforms. Nowadays, competition is fierce and delivering valuable content to your customers is more important than ever. With the help of social data, you can identify what your audience is interested in and how they want to receive your message.
Whether your audience is into videos, infographics, how-to blogs or long content formats, you need to incorporate this in your goal to deliver a personalized experience to users. This should be a priority in your marketing strategy.
Work with a trusted social CRM expert and connect with your audience on social networks
Implementing a social CRM is affordable, relatively simple, and benefits companies of all sizes. If you’re looking to build an efficient social CRM, get in touch with XRM Vision. Our experts will guide you in defining strategies and implementing technological solutions so that you can stay in touch with your audience at all times on social networks.