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Significance of Social CRM


As we know the dynamics of marketing has been completely changed in past few years. Consumers not only buy the product or services , they also buy feelings, emotions that urge them to buy and stay connected with the particular brand for a longer time. Social CRM is not simply based on client data and client interaction however; it is more based on conversations and relationship we build with customers during the interactions over the social networking websites. As per one of the recent surveys done by Twitter and Market Probe International, 64 per cent of social media users have shared a positive experience about a business online. By implementing the Social CRM strategy to your business you can avail ample of benefits like Marketing teams can identify and track your businesses biggest online champions and influencers and follow what they are saying and sharing. Upper management can prioritise social prospecting with the involvement of all relevant employees Business become less reliant on individual employees for managing a social media presence and less affected if these employees leave.

Let us look into few advantages of Social CRM

Generate Leads

Uploading relevant content on social media channels that address customer’s needs, provides solutions to their issues, and guides them take the maximum advantage of your products and services is one of the most effective ways to generate qualified leads. Your existing customers recognize the value your business offers, and they spread the positive word of mouth. Social CRM is not only limited to marketing and selling your products or services, but it is all about offering real value and teaming up with consumers to enhance their experience and buying journey.

Stronger Brand Presence

Relationships get established well if it is two-way communication. You must follow people if you wish that people follow our business on twitter, facebook, LinkedIn, and so on. As you want that people should take an interest in your brand or business products and services, then you must also show interest in knowing what people want from your products and services. Go through the consumers’ blogs and comments and try to understand what their concerns are. This will generate confidence in consumers’ minds regarding your brand that you care for them and ready to listen to them. Besides this merely showing interest in consumers’ blog and comments not enough, try to come up with solutions for their issues and also share valuable insights regarding your business products and services that will help prospects and your existing customers to know your brand in a better manner. You can also create your brand presence online stronger by re-posting something that has been already shared on the internet related to your business and industry. Retweet the content on twitter that is related to your brand or industry.

Reduce support costs

Addressing customer nitty-gritty issues online on social media platforms saves the time of your support team, and also the expense goes down in hiring more employees in the support team. Addressing the queries of consumers on social media channels is an easy and time-saving activity. Even customers don’t want to call on toll-free no’s and wait on IVR for a longer time. On social media channels, it is more convenient to interact with each other.

Thus, Social CRM is a basic need for any growing business today. Undoubtedly, Social CRM software is the most buzz word these days because it is not just a unique way to sell your products and service but a more effective way to build a content strategy of your business and present in from of the target audience and existing customers. Here businesses not pushing the consumers to buy from them but actually educating the customer about how their products and services are most appropriate as per their requirements. Besides this, Social CRM strategies help businesses to delight their existing customers by addressing their issues quickly and generate customer loyalty.

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