CRM is an acronym for customer relationship management, a strategy employed by brands and organizations to understand their customers better. Social CRM integrates the various social media channels used in a brand’s social media campaign to their existing CRM platforms. When used alongside other marketing tools, a social CRM can be a very effective tool in enhancing business and brand growth. If you are yet to incorporate social CRM in your business, this post is a good read for you.
Ways to Use Your Social Media CRM Data to Boost Business Growth
Social media has become an increasingly vital tool in the marketing strategy for many brands and organizations. According to Pew Research Center, 70% of all Americans use social media, which translates to over 200 million potential customers, a number too large to ignore. By using a social media CRM, you can get the most out of your social media campaigns in the following ways:
1. Understanding Your Target Audience Better
For most social media users, social media is the place they express their joy, frustrations, likes, and dislikes. Interacting with customers on social media thus becomes like meeting prospects in their natural habitat. With a reliable social CRM, you can gather essential consumer data based on their online behavior to better understand their needs and expectations.
2. It Empowers Your Customer Support Teams
Today’s customer is empowered like never before, and their expectations are at an all-time high. With an effective social CRM, your business can track your audience’s social media interactions and address the issues and queries as they arise.
Besides addressing issues and queries, timely tracking and response to social media interactions is a good way of damage control. With rising customer expectations, the chances of disgruntled customers leaving negative comments are very high. Negative comments have the potential of causing an online storm that could end up hurting your brand. With social CRM, tracking enables your customer support teams to arrest such issues before they do a lot of damage.
3. It Helps in Creating Relevant Content
Content is critical in social media campaigns. Having a social CRM in place gives you an overview of the trending topics, hashtags, and influencers in your following. That way, you can understand your prospect’s interests. With that information, you can create unique, relevant, and relatable content with your audience. Relevant and relatable content portrays your brand as an authority, which is critical in building customer trust and royalty.
4. It Adds a Human Touch to Other Channels of Your Marketing Campaigns
Even in the digital era, some traditional marketing strategies, such as cold calling, still work. Using social CRM data, you can familiarize yourself with the happenings in your prospects’ lives by their online behavior, which allows you to be more personal when cold calling. Employing a personal approach to your cold calling makes it easier to build trust with your prospects, increasing conversion chances.
5. Increases Employee Productivity
The core purpose of incorporating technology in business is to increase productivity on the sales level while cutting back on the cost of doing business. A social CRM takes the hard work out of the otherwise labor-intensive tasks allowing your team to focus on the things that matter, like talking to new prospects and strengthening existing customer relationships.
The role of social CRM cannot be overemphasized. If you are yet to integrate it into your business, you’re missing out on many benefits. But it’s not too late; you could start today and enjoy all of the benefits highlighted above, and your business will be on the way to getting the most out of your social media campaigns.