Benefits of Social CRM
Social CRM is a powerful online tool that allows a small business to provide a high level of customer service and integrate personal information from social media like Facebook, Twitter, message boards, and blog posts.
Here are some of the notable benefits of social CRM:
1. You can identify new opportunities
Social CRM can be used to visit networking sites like Facebook and Twitter and see which products customers have purchased. This information is extremely useful if you’d like to cross-sell or upsell one of your products. If they’ve just bought a smartphone, you can send them an email offering a discount on smartphone accessories. This tends to be much more effective than sending out emails at random – the recipient in question might not even have a smartphone.
2. Customer feedback
You can greatly improve the customer experience through social CRM. If someone purchases a product and tweets about it, you will immediately know. You can then take advantage of this (particularly if they have a large number of Twitter followers) by sending them a free voucher or discount on a similar product. There’s a good chance the person will comment about the positive experience and provide your company with some good publicity.
3. Money saved
Social CRM can actually help a small business to save money in the long run. You can lower the cost of customer service by setting up a self-help community to answer questions that people might have. You also don’t have to pay for toll-free numbers to provide customer support and commission costs at the company tend to be greatly reduced.
4. ROI Accountability
It can often be difficult to quantify the ROI (return on investment) between a marketing campaign and the resulting sales. Social CRM provides a means to do so through social analytics that allows you to connect blog comments, retweets, video views, and free demo downloads to the subscriptions and orders placed on your website. If the campaign was truly responsible for increased sales, you will know.
5. Research and development
Social CRM allows your company to perform research and development on upcoming projects at little or no cost. You can read about what customers liked about a particular product, what issues they might have experienced, and the type of features they’d like to see added in the future. This feedback can significantly improve the brainstorming process and the changes will show that you listen to your customers.
6. Better Customer Engagement
Social CRM enables organizations to interact with their customers on social media platforms such as Twitter and Facebook. This two-way communication results in better engagement with customers, which leads to improved customer satisfaction.
7. Improved Customer Service
Social CRM provides organizations with the ability to monitor social media platforms for customer queries and complaints. This allows organizations to resolve customer issues more quickly and efficiently, leading to improved customer service.
8. Increased Sales and Revenue
Social CRM can help organizations to increase sales and revenue by providing them with the tools to identify potential customers and target them with relevant marketing messages.
9. Improved Customer Insights
Social CRM provides organizations with valuable insights into their customers’ wants and needs. This information can be used to improve product and service offerings, as well as to develop more targeted marketing campaigns.
10. Increased Customer Loyalty
Social CRM can help organizations to build stronger relationships with their customers, leading to increased customer loyalty.
11. Improved Brand Reputation
Social CRM can help organizations to build and maintain a positive reputation by providing them with the ability to monitor and respond to online reviews and social media posts.
12. Cost Savings
Social CRM can help organizations to save money by reducing the need for traditional marketing channels such as print, television, and radio. Additionally, social CRM is often less expensive than other forms of customer relationship management software.
13. Boosting Sales Capabilities
Social CRM for small businesses can help boost social selling capabilities. By managing social media interactions and customer data in one place, social CRM can help sales teams better understand customers and prospects, and target them with relevant content and offers. Additionally, social CRM can help sales teams track social media leads and conversions, making it easier to measure the ROI of social selling activities.
Sales teams that use social CRM are able to more effectively engage with potential customers on social media, turning leads into customers more efficiently. If your small business is looking to boost its social selling capabilities, consider investing in social CRM.
14. Build Deeper Relationships
Social CRM is a tool that allows businesses to build deeper relationships with their customers. By engaging with customers on social media, businesses can get to know them better and provide them with better service. In turn, this can lead to more loyalty and repeat business from customers.
15. Competitive Intelligence
Social CRM can be a great tool for small businesses to gain insights into their competitors. Through social media monitoring, businesses can track what their competitors are doing and saying, as well as get an idea of what customers think of them. This information can be used to adjust strategies and improve the business's own social media presence.
16. Be Proactive
Social CRM can help small businesses in a number of ways. For one, social media provides a direct way to connect with customers and potential customers. This connection can help build relationships and loyalty. Additionally, social media can be used to monitor customer sentiment and feedback in real-time, allowing businesses to address issues quickly.
Another way social CRM can help small businesses is by providing insights into customer behavior. This data can be used to improve marketing efforts and better target potential customers. Additionally, social CRM can help businesses track sales and conversions, allowing them to optimize their marketing spending.
In addition, social CRM can help businesses identify new opportunities. By keeping track of competitor activity, businesses can spot when a competitor is struggling and seize the opportunity to expand their own market share.
All in all, social CRM provides small businesses with a valuable way to gain insights into both their competitors and their customers. With this information, businesses can adapt their strategies and improve their overall performance.