Social CRM can play an essential role in your marketing strategies, especially in a world that is hyperactive around social networking. Let’s look at 5 things you can do to increase your social CRM success.
#1 Ensure Your Social Media Messages Are in Alignment With Your Brand Image
Even with social media, visitors want to feel like it’s a real live person they are talking with. You want to ensure the tone of your messages on your social media sites is in alignment with your company. For example, a laid back coffee house that caters to university students can have a casual, relaxed tone on their social media page. Still, a big corporation dealing with money investment must be professional, courteous, and information. In other words, know what your brand image is and who your audience is.
#2 A Timely Responses to Customers is Necessary
How fast you respond to a customer is as important as your response. The quicker, the better. We live in a world of ‘instant,’ and so when a customer asks a question, they want an answer immediately. They should not have to wait for hours for their solutions. This is especially true if they have a complaint. You will have to work at staying on top of it, but the reward it customer trust and loyalty.
#3 Take Advantage of the Group Feature
Thankfully, the three most important social networks (LinkedIn, Facebook, and Twitter) make this simple. You can easily create groups such as Prospects, Current Customers, Positive Feedback, etc. You can then create social campaigns for each group of visitors. This is a beneficial tool.
#4 Be as Human as Possible – Put a Name & a Face to It
People on social media want to interact with ‘real people’, not with nameless corporate entities. When you are building relationships on your social networking, make sure that you are using your name, and it’s a good idea to have a picture of yourself attached to your ID.
#5 Use Your CRM System to Track More on Your Customer
Integrating your social networking with your CRM system allows you to record far more information on your customers. Don’t let an opportunity pass you by. This is a great way to build your customer profile, which in turn will help you to be able to create marketing campaigns that are even more targeted.
Social networks are an essential part of today’s marketing strategies; make sure you get the most out of your social CRM.
How to Achieve Success with Social CRM
We live in a hyper-social world, and that’s also where you will find your customers sharing their opinions, offering compliments, and voicing their complaints about your products/services. Facebook and Twitter are the two most commonly used social networks, but there are many others. It is challenging to separate customer relationship management from social media management; however, just having social CRM alone isn’t adequate. You will need to choose a management solution that fits your company and then develops guidelines and strategies that work within it.
Let’s look at how you can create a successful social CRM strategy.
#1 You Need the Right Resources
Social networks allow you an opportunity like never before to deliver your customers’ excellent service. However, your team is set up to solve problems; it can be a frustrating experience for your customers. Consumers are incredibly impatient with hold times on the phone. Still, they are also becoming impatient with how social help requests are handled, so keep this in mind.
#2 You Need a Solid Platform to Conduct Social CRM
You want to choose a comprehensive social media management platform so that you have quality listening, top-notch engagement capabilities, and the ability to monitor. Your social platform needs to integrate with your CRM system seamlessly, and it should be customer-centered. Off point solutions are a thing of the past.
#3 Reward Your Loyal Customers
Those customers that exclusively engage with your brand via social media should be rewarded. You can create a loyalty code to keep those customers. You can also offer a discount code for prospects to entice them to make that purchase. If a customer leaves positive feedback, reward them by sending them out a personalized message with a discount offer. Send it via snail mail for extra impact.
#4 Identify Who Your Social Influencers are and then Engage Them
Use the social media tools available to you to identify who is responsible for driving the most conversation around your brand. Then reach out to those individuals and start to build a relationship with them. Measured Analytics is an excellent tool to use here.
#5 Remember to Talk to Your Customers
If you want to build a robust social media presence, you will need to engage your customers, and visitors in two-way conversations don’t just shove information out there for them. No one likes to be talked at.
Implement these 5 tips to help you get the most out of your social CRM endeavors.