Social CRM

Get Started:

Hello, and welcome back to another overview of a video. This week we will be looking at Social Customer Relationship Management. We will follow Megan Adams as she takes us through the steps on how to grow brands and businesses through relationships. Adams describes social CRM as a way to help combine all the information pulled from social media and other conversational platforms (Adams, 2020). Let’s get started! 

Develop Your Strategy:

As said previously above CRM helps to combine all the information pulled from social media and other conversational platforms (Adams, 2020). With social CRM you are pretty much developing better sales tactics and are able to focus on market trends, making your company the most amount of money that you can. 

Social channels like Facebook, LinkedIn, Instagram and Twitter are taking up so much time in the CRM world and making it more complex for organizations to track, measure and analyze data based on those social media channels. With social CRM you are able to engage better with consumers in an efficient way. If your company is able to manage and analyze better, it will create a better brand promoter. Wanting to add social CRM to your tactic? The first step is to use social media platforms to monitor the behaviors of your consumers. The next step would be to focus on sales. Understanding where, what and when to promote, will be the most important part of getting the engagement with consumers. 

Our next step in developing our strategy is choosing a social CRM platform. There are three main ways that a platform is set up, and those are split into sales, customer service, and support. When selecting a platform consider how many users will be active, the size of your business, and which system will allow the biggest growth for your company. 

The last step of developing your strategy is to allocate your resources, which is the most important step to having the most success. First off you will need to know who is going to be making the big decisions in your company. After you have labeled your influencers, you now need to decide your budget. Having a set budget will allow your influencers to make decisions and strategies but not overspending.  

Manage Social CRM:

Adams begins this section by defining a true influence that drives action, not just awareness. And as marketers, actions should be the main goal (Adams, 2020). Influencers nowadays have so much power over what we purchase and buy, that most companies will get a highly known celebrity to represent their company to hopefully persuade people into purchasing the product at hand. 

Here’s a question that you need to ask your business, how does your organization engage with your potential clients. When deciding what is the best possible way that your organization can reach your clients, you need to put yourself in their shoes. Where will they interact with your product, will they see that video you just posted, and are they going to feel overwhelmed with how much advertisement you are putting out. These are just some simple questions to ask yourself when thinking about engaging with prospects. Social CRM strengthens the relationship you have with your prospect on whichever social media channel you have selected. 

Lastly, we are going to discuss customer service. Social CRM helps the customer service team to better support your customers. They will know who, why and what they are talking to the customer about. Adams describes CRM as a process to maintain and retain the customer long term and the relationship development is designed to improve customer retention (Adams, 2020). We just previously talked about monitoring and keeping track of everything regarding your company and the relationship it has with the customers. 

Yes, when you’re dealing with customer service, you are always going to get the people that complain. The key to handling these situations is to talk to the customers and figure out why they are sending negative feedback, and to help them out in the best way that you see fit. 

Your Toolkit:

Process documentation is any document that supports the process for your organization (Adams, 2020). This is the most important step for ensuring long term success. These documents include sales, marketing and customer service information. These could also be referred to as your company’s ‘roadmap’. A question to ask yourself about your company’s roadmap is when will you perform social media monitoring, and when it will be the most successful. 

Finally, the last item that we are going to talk about is analytics and why they are important for your company to be successful. We have been discussing a lot about monitoring and tracking information to enhance the customer experience. Here are some tips and tricks regarding analytics and social CRM. First off you need to start small, don’t bite off more than you can chew. You can always expand once you get going. Customer analytics is a competitive advantage, so sticking to something small to improve will bump you ahead faster. 

Conclusion:

Now that we have finished all the important steps of social CRM, it’s time to review it quickly. If I was working for a company, the first step would be my strategy. This would include posting on Facebook, Instagram, Twitter or any other platforms you see fit. Secondly, we would manage CRM. Getting an ambassador for my company is a great idea to get customers to purchase my product, as long as the ambassador has a positive image. Lastly is working on your toolkit. Your tool kit includes documents and analytics that will be important to continually go over for constant improvement. 

References:

(2020). Retrieved March 4, 2020, from Linkedin.com website: https://www.linkedin.com/learning/social-media-marketing-social-crm/welcome?u=2109516