What is Social CRM

Social CRM is a unique methodology that enables organizations to engage with their customers in a broader social dimension and maintain a robust relationship among them.

The advent of social CRM has transformed the way social media works. By integrating social media with the CRM system, organizations can efficiently track customers across all channels—with all forms of feedback, engage with them in real-time, measure situations—where customers achieve their goals, plan, and strengthen their customer relationship.

Significance of Social CRM

This is a known fact; reaching targeted customer is a tedious task for every organization. The marketing department put their heart and soul to promote their company’s products in other socials media and reach their targeted audience.

Meanwhile, customers on the other hand are desperately looking for reputed brands on other channels. There is a huge demand for a solution to fill this major gap between the firm and the targeted audience. That is where social CRM comes into picture.

Social CRM integrates with all types of media, giving user an in-depth view of their business and how customers interact with it, along with the ability to leverage social media tools for communicating across various customers. With the help of social CRM, enterprises can track, monitor and benchmark social media communications using renowned tools, dashboards and metrics.

By leveraging social CRM users can place the customer right at the heart of the organization. Moreover, the tools offer the preferred channels for the customers, can keep the track of all the issues, engage with customers seamlessly, and have a broad overview of the brand’s reach and a detailed view of each customer interaction.

Customer service, marketing and sales can reap value from more dynamic, complete picture of each individual customer, and can harness social tools to communicate between them. This way customer will be able to see organizations that respond to their needs in a way that suits them, across multiple channels.

Customer Service Comes First

By allowing users to track social interactions with customers using sophisticated tools, enterprise can deliver faster solutions to customer, resulting in satisfied and happy customers.

Furthermore, with the help of monitoring and tracking tools, social CRM can help enterprises in identifying and rewarding brand advocates and influencers, further encouraging them to market and promote their firm.

Creating a Business Case for CRM

The core strength of the business case for Social CRM lies in the integration of functions with sales, marketing and customer support in a sophisticated environment based on the individual customer.

By deploying this outstanding tool, customer service teams are able to deliver dramatically better service. In case of marketers, use social CRM to outreach customers and cut costs, while enhancing customer tracking and measurement. Finally, as clients become endorsers and advocates, sales team can enhance their retained business and increase their revenue.