A countless number of companies all over the world are taking advantage of the business strategy, CRM (Customer Relationship Management), to improve their interactions with their customers, attract new customers, and make more money. Social CRM is a specific type of CRM that focuses on the social media websites. The intense rise in popularity of social media websites, such as Facebook and Twitter, has been the inspiration for companies to want to become involved in making some money from it. The qualities of social media are clear to see: communication is instant, customer can interact with a company via the comfort of their homes, and it is far more convenient for them to interact with a company via a computer than a call center. People are inputting a wealth of information on their social media websites. Companies can learn a lot from their customers – and future customers – from the information that customers are gladly contributing to the websites. A great deal of money and time has been invested in creating and improving Social CRM, and this article will share five precise advantages of a company investing in Social CRM.
1. Peer to peer customer support:
Customers are solving the problems of other customers online. Developing an online community is providing the customer an opportunity to feel close to the company by allowing them to feel close to the other customers of the company. There is no greater way of ensuring the customer is happy than ensuring their problems get solved.
2. Idea and concept management:
Having a good idea is one thing. Ensuring that idea comes to fruition is the important part of the process. The idea and concept management tool is how a manager ensures that a good idea bears fruit.
3. Market research:
As discussed in the introduction of this article, social media is an ocean of customer information. The behavioral pattern of the customers can be mapped to within a frightening accuracy. If a company uses CRM online and social as it can be used then they can offer the customer their most desirable service possible.
4. Product launch:
Launching a new product is one of the more expensive tasks that a business can do. It is also a task that must be done well, because the start of a new product is essential. A bad start can mean the end of a product before many customers have experienced it. Social Media is cheap. In most cases, the medium is free. As well as being free, social media is fashionable. A company can use the medium to save money and launch their product in an exciting way.
5. Brand reputation management:
As well as Social CRM benefitting a particular product or service, it also benefits the heart and core of a company. It improves their overall brand image as well as boosting the sales. The predictive analysis tool of Social CRM helps a company look into the future to be successful. A company learns what the customer wants, and if they listen they can work to deliver it.