Find out how social media can help you connect with potential customers, increase sales and improve customer satisfaction. Read on to learn what social CRM means.
Social media is now an essential part of people's lives. It is used to connect with friends and family, share information, and find new products and services. Thanks to its popularity, businesses are also using social media to connect with their customers and potential clients. In this context, social CRM is a way of managing customer relationships that takes advantage of the potential of social media.
To understand this new tool, it is necessary to first know that Customer Relationship Management or CRM is a set of tools and processes that allow companies to better understand their customers, interact with them and offer them a personalized and quality service . The objective of CRM is to create and maintain long-lasting and profitable relationships with customers, building loyalty and increasing their loyalty. This is now possible through social networks.
What is the definition of social CRM?
It is an evolution of traditional CRM, considered as a digital marketing strategy that uses social networks to manage customer relationships , through the collection and analysis of data to better understand consumers, create stronger links with them and improve their satisfaction. It also facilitates the creation and maintenance of online customer communities, where trust, engagement and added value can be generated .
In this way, social CRM recognises that customers are increasingly active and demanding on social networks, where they express their opinions, needs, problems and expectations about the brands, products and services they consume. In addition, this tool allows companies to listen to, monitor and participate in these conversations, as well as integrate the information obtained into their CRM systems , enriching the profile and knowledge of customers.
Social CRM is also a philosophy and business strategy that seeks to involve the customer in a collaborative conversation, providing mutually beneficial value in a reliable and transparent cp number format business environment . Therefore, it is based on two-way communication, where a dialogue is established with customers, to offer them the much desired personalized and quality attention.
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What is social CRM for?
Social CRM can be used for a variety of purposes, one of the most important being that it serves to improve a company's digital marketing strategy. This is possible by achieving the following aspects:
Increase brand visibility and reach on social media, where many of your potential and current customers are located.
Improve customer service by offering a fast, effective and personalized response through social networks, where users expect to be served.
Generates feedback and insights about customers, their preferences, behaviors, feelings and opinions about the brand, product or service, allowing the offer and value proposition to be adapted to their needs and expectations.
It boosts word of mouth and recommendations, encouraging satisfied customers to share their positive experiences with the brand and its products or services with their contacts on social networks, generating credibility and trust in other users.
Identify and take advantage of sales opportunities by detecting customer purchasing signals and offering them personalized and relevant solutions at the right time.
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Some social CRM strategies
To implement social CRM in any type of business, you can follow some of the following strategies that are used to improve companies' digital marketing plans:
Define your goals and audience. You need to determine what you want to achieve with social CRM, who you want to target, which social networks your customers use, and what type of content they are interested in. All of this will help you focus your strategy and choose the right tools.
Choose a social CRM platform. There are a number of software solutions that allow you to integrate social media with CRM, such as Zoho CRM, HubSpot CRM, or Salesforce CRM. These platforms make it easy to manage, track, and analyze customer interactions on social media.
Create and manage the online community. It is essential to create and maintain the community of customers, where you can interact with them, resolve their queries, address their complaints, request their feedback and recognize their loyalty. To do this, you need to define the tone, style and frequency of communication.
Generate relevant content. Content is an important part of any digital marketing strategy. Companies can attract the attention of their customers and generate interest in their products or services by creating relevant, impactful and timely content for users.
Monitor and analyse results. It is important to measure the impact and return on investment (ROI) of the strategy. Key performance indicators (KPIs) must therefore be defined to assess customer satisfaction, engagement, loyalty, conversion and profitability.