Uses Of Social CRM
- Receiving unified social notifications
You can easily miss your new messages, request, likes and notifications on LinkedIn and Twitter. Facebook is better because it highlights incoming communications.
Social CRM is be used to stream all notifications into a single place where they can be read and responded to immediately.
- Viewing of real time updates in your customers contact records
The heart of a social CRM will have contact records. This spells out your relationship with a customer. The contacts record in the CRM includes all the related activities, deals and messages and the social stream of the contact.
- Automatic discovering of opportunities of customer engagement
When the day begins, it's hard to determine where you will begin to improve your relations with your customers. A social CRM will allow you to receive a daily emails informing you of engagement opportunities.
- Sharing important customer messages
By working with a team, you can engage your customers and your business will grow. However, you might not intend to share everything with members of your team.
By using a social CRM, you can be able to choose which of your connected social media messages or emails can be shared with team members, and which ones cannot be shared.
Benefits Of Social CRM
1. Helps in identifying new opportunities
Social CRM will allow you to visit social networking sites such as Twitter and Facebook and see the products that have been purchased by the customers. This information is important if you want to upsell or cross-sell one of your products.
For instance, if a customer has bought a smart phone, you may send them an email giving them a discount on accessories of the smart phone. This works better than random sending of emails because like in our case above, the recipient might not own a smart phone.
2. Customer feedback
Social CRM will allow you to improve your customer experience. If, for instance, a person buys a product and then tweets about it, you know immediately.
This can be an advantage to you, mostly if the person has many followers. You just have to send them a free voucher or give them a discount on the same product. There is a higher chance that the person will comment positively about your company, hence give you good publicity.
3. Money saved
In the long run, social CRM will help small businesses to save money. You can reduce the cost of customer service by creating a self-help community that will answer the questions that people will have.
Such a company will never have to pay for toll-free numbers used for customer support. More so, commission costs in the company will also be reduced.
4. Return on investment accountability
Most business managers find it difficult to quantify the return on investment between the resulting sales and a marketing campaign.
Social CRM provides a way of doing so through analytics that link free demo downloads, video views, retweets, blog comments placed on your website. You will be able to know if the campaign was responsible for the improved sales.
5. Research and development
Using social CRM a company can research and develop upcoming projects at a very little cost. It allows you to read about what attracted customers to a particular product, the issues that they might have handled and the features that they would like to be added to the product in the future.
This feedback is important and improves the process of brainstorming. Changes that you make based on customer feedback will demonstrate that you care about your customers.