Social CRM- The Journey From Canned to Candid

Most often, it is presumed that a CRM software is just about tracking a customer’s movements.

STOP!That is not why CRM was invented.

As the name suggests, it is all about establishing a relationship with your customer.

And, understanding the person behind the statistic.

According to a study by Gartner, business-to-business investment will account for 40% of spending on social software by the beginning of 2016.

Companies today have found a desirable way to implement an effective CRM strategy within the realm of social media.

WHAT IS HAPPENING IN THE INDUSTRY?

So now that we know social CRM has arrived in a big way, let us analyze some of the best ways for your

company to establish a social CRM tool!

Identify which social media channels your customers are most active in and operate within those specified channels.

STEP 1: Identification

You need to choose if you would rather give your attention to the most influential customer (the one with the most followers), the one whose message had an element of urgency, or the one with the most negative feedback.

STEP 1: Prioritizing response to feedback

At the end of the day, it is not about the number of followers you have on social media, but measurement in terms of engagement and conversions.

STEP 3: Focusing on Engagement

Surveys have shown that addressing a negative review and taking a proactive decision to solve the problem actually results in customers deleting the negative review, and posting a positive one in its place.

STEP 4: Dealing with negativity

Social CRM tools let you track the movement of a potential customer through a sales funnel, as she/he makes the transition from potential customer to advocate.

These tools also help you scour the social media for conversations centered on your brand using keywords.

STEP 5: Monitoring & Metrics

Analyze your metrics and real-time data to put your finger on the pulse of your social CRM strategy.

Data will help you easily translate your social CRM strategies in terms of productivity and efficiency and will ensure that you are ahead of your customers’ increasing expectations.

Social CRM is the right platform for your brand to speak from the heart so that you can showcase its wit, style and personality.

And to give out candid, instead of canned responses.

How will Social CRM help?

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Suyati provides marketing technology and integration services for companies that wish to combine the best of breed solutions and create a unified approach to customer acquisition. This unified digital marketing approach requires system integration between various CMS and CRM platforms, and a slew of eCommerce, Marketing Automation, Social Media Listening, email and social marketing, and customer service systems. Our specialized knowledge in Salesforce, open source and .Net based systems enables us to build effective custom integrated solutions for our clients.