Perhaps, what your company needs is a social media CRM strategy
- What is a social media CRM strategy?
- How to start your social media CRM strategy in 3 steps
- En resumen
Does your company need a CRM strategy?
Customer Relationship Management (CRM) remains a popular solution to help salespeople stay ahead of deals and customer issues. But now it is also evolving to become a key driver of marketing and outreach for companies, as well as a key source point for sales data.
A social media CRM strategy, or Social CRM, is the process of integrating social media channels such as Instagram, Facebook, Twitter and LinkedIn with CRM platforms. Here are some characteristics of this strategy:
Customer profile analysis: to have a better understanding of the target audience in social networks.
Sentiment analysis: to gain insight into how the target audience feels about any issue.
Social listening: to monitor conversations within the industry and identify pain points and options.
Social media management: to improve brand awareness and loyalty.
Social selling: to build strong relationships with customers on social networks and increase long-term sales.
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You are missing important data
With the introduction of social media, companies can better collect customer data and track online behavior through open social channels.
As you accumulate this data, you can specifically analyze the percentage of requests your team responds to (productivity) and the amount of time it took to respond to those requests (efficiency). In addition, as you analyze and review the data, you can compare productivity, efficiency and expectations to adjust your CRM tactics as needed to suit the needs of your clientele.
It can be overwhelming to keep track of information manually
Automations save you time and effort
Having a social media CRM strategy is easy because you can automate it. You don’t have to track all the mentions manually. In fact, you wouldn’t be able to do it even if you wanted to if your company has a high interaction rate. The risk of missing one or two mentions is too high and ignoring your customers can have negative long-term consequences.
If you don’t want this to happen, consider using a CRM tool.
1. Select the best CRM
Zoho CRM has an intuitive, easy-to-use interface and is ideal for tracking and managing outstanding data. With this tool you will be able to collect all customer service conversations so your support team can easily prioritize and manage requests.
2. Automate workflows
Automation further simplifies the process in which a Social CRM platform tracks conversations, complaints and comments. Most tools allow you to set up hashtags and keywords to monitor positive and negative comments, make company name mentions and more.
3. Integrate your CRM strategy with your communication channels
By starting your Social CRM strategy with one or two channels, you’ll be able to maximize your time and effort to generate solid results. Keep in mind:
Think of Facebook as the world’s largest social network that can provide access to a larger audience.
There is not yet a professional networking and B2B marketing hub as large as LinkedIn.
Many companies choose Twitter as their primary social customer service platform because it’s fast, easy to use and the character limit forces support requests to get to the point.
Integrating social media with a CRM is a great idea for all companies, even the smallest. Your social media team can get a better view of your customers to tailor your marketing strategy accordingly through a social CRM.
If you want to learn more about social CRM strategy, download our free eBook on Zoho and WhatsApp.
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