Social Media CRM is Dynamite For Your Business
Posted by Aleesha Tully on Mon, Apr 11, 2011
Are you deploying your Customer Relationship Management plan in steps or with one big bash? For instance, if you are starting in steps, a call centre service could work, but there are certainly much better ways to deal with your CRM.
Old CRM vs. New CRM
In the days of call centres, a customer could ring up and be put on hold for 30 minutes, and perhaps get their problem sorted out. If the experience was positive or negative, they would probably only let their family and close friends know about it. These days, if there is a bad experience with a company, you would not be surprised to see a few social media complaints, re-tweets, and Facebook complaints on company pages. The power of brand reputation is now taken out of the hands of the business and into the hands of the customer. That’s why it is essential to have your finger on the pulse of the growing social media community. Build the relationships you need through the social web and regain control.
So, what is this Social CRM?
Social CRM is the idea of initializing a mutual and societal business relationship both inside and outside of the business, and harnessing the social web to it’s full potential. It is about developing relationships with your customers for the long term; finding out more about them and using the information you get to serve your customers better. How do we do this? With the latest Internet tools and technology your business can store this information and analyse it, and find out the patterns or trends. Find out what your customers want from you and it will also help you make planning and management decisions.
How Do I Get The Social CRM Ball Rolling?
Reach out to your customers and potential customers through the web. Social Customer Relationship Management is about keeping in touch, being up to date, informative, networking, whilst continuing to give good service; and using constant communication with customers through social networking sites such as Facebook, LinkedIn and Twitter. It goes beyond the business facet into the ‘personally yours’ realm. Each follower you have should feel like you are speaking to them, and that they are the only follower on your list.
Within the management of potential clients, getting very social does not necessarily mean you are getting business and making money. It could just mean communicating helpful information without profit. It is imperative when your Social CRM plan is set into action it is with the resolve of more business, not a social conference without reason. Management in the Social CRM segment of your business needs to be unequivocally experienced, and be the best at what they do.
It's All About Selling Yourself
Sell yourself effectively, and you will no doubt have the ability to sell your business. If you would like more advice on Social CRM, do not hesitate to contact SiliconCloud today or look at opinions on social media platforms like LinkedIn, Facebook and Twitter with our “Speak The Truth” facility- why not contribute your own?