What’s a Social CRM … and How Can It Help Your Business Grow?
For any organization to grow, it must manage its customer relationship. One way to manage your customers is by adopting social customer relationship management (Social CRM).
Social CRM helps you harness the power of social media channels and using it to grow your business. So what exactly is social CRM?
Keep reading to understand what it is and how you can use it to grow your business.
What is Social CRM?
Social CRM involves integrating social media channels with different CRM platforms. It focuses more on the customers and relies more on their behaviors online.
It involves the following features which are core to its success:
● Customer profile analysis. Analyzing the potential customer’s social media profiles will help you build up a customer’s profile.
● Sentimental analysis. It allows you to see what your customers feel about what you want to know more about.
● Social listening. Involves monitoring customer’s conversations online and learning more about what they think about your business and your products or services.
● Social media management. Involves enhancing brand awareness by improving your social media presence.
● Social selling. This involves increasing your sales by building relationships with your customers online.
How Social CRM Helps Grow Your Business
Focusing on using a social media CRM will help you grow your business. Here are all the advantages that your business can gain from using social CRM.
1. Helps You Understand More About Your Customers
Social CRM is a great tool that helps you get into the minds of your customers by observing their online presence. You will gain insights into what they want and don’t want and what motivates them.
You will also learn more about what they think about your brand and what you are trying to sell them. In other words, it will give you a customer journey map which is vital for every business’ growth.
2. Publishing Relevant Material
As you know, publishing relevant content for your business is an integral part of your business growth. Customers are drawn to informative and engaging content, and if your business doesn’t have that, it is probably doomed. Start by learning what your customers like, whether it is videos or how-to’s blogs, then giving it to them.
3. Empowering the Customer Support Team
Your customer support team needs up-to-date information on your customers for them to know how to help them. As you know, most people take their frustrations about a particular product or service online. By tracking what they say about your brand or product/ services, your team can devise ways of helping them.
4. Increasing the Productivity of Your Employees
It is best for your business when employees have time to connect with customers instead of focusing on process-heavy tasks. This can only be possible when you use the right technology, such as social CRM. 52% of high-performing salespeople indicated that they took advantage of their company’s CRM technology compared to those who didn’t perform well. This shows you how vital the technology can be for your business.
Final Word
One thing you should focus on is understanding your customers’ behaviors online and using the insights to grow your business. Through Social CRM, you can learn all about your customers and how well you can improve your brand.