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Insight on Using Social CRM to Improve Your Marketing Strategy


According to Statisa, the total number of social media users worldwide grew from 997 million in 2010 to 2.62 billion in 2018. This explosive growth in social media usage provides many new lucrative opportunities for businesses to expand their CRM campaigns. This post will explain how internet marketers and small business owners can use Social CRM to target and engage customers, measure traffic and conversion rates, and easily provide customer service solutions across many different social media platforms.

What is Social CRM?

Image by Data2CRM
Social CRM (Customer relationship management) is the process of using social media platforms to engage with customers. This process is usually accomplished by using online tools that can integrate with many of today's leading social media platforms to help you learn more about your customers using these platforms and engage with them. About 91% of businesses with more than 11 employees are already using some sort of CRM software, but not as many are using (or familiar with) the Social CRM process and the numerous benefits it can bring to their business.

Top Social CRM benefits

Expanded customer service

The average person spends over 2 hours a day on social media, and an estimated 96% of the people talking about brands on social media are not actually following those brands on social media. This makes it very difficult to get insight about customers from native social media analytic tools (which provide very limited tracking and analytical data, to be honest). Social CRM gives an unprecedented opportunity for businesses to expand their customer service to social media while offering detailed insights about the demographics, preferences, and behavior of their customers across many different platforms. It's no secret to many marketing experts that a business will not survive long if they are not actively engaging with their customers.

Advanced research on competitors

As we all have seen with just about anything that attracts massive attention and/or usage, new marketing opportunities will inevitably be sought. Social media is no different! Many of today's leading brands all use social media to advertise and engage with their brand's target audience, and Social CRM is the tool you will need for staying one step ahead of your competition. By tracking changes your competitor's make to their brand (price, features, new sale(s), new logo or name, etc.) and monitoring conversations taking place about them on social media, you will be able to use this valuable insight to respond by developing innovative products or services and/or changing other crucial factors about their brand to meet their customer's growing need(s).

Improved selling capabilities

One of the greatest marketing innovations of the 21st century is the selling of products or services through social media. Marketing professionals can use the data acquired from Social CRM tools about the preference and behavior of customers to make much more informed decisions about how to engage their customers and build relationships with them.

Conclusion

Social CRM taps into the enormous network of social media platforms such as Facebook, LinkedIn, Instagram and Twitter (amongst many others) to provide insightful data that far exceeds what native analytical tools provide. Since most customers are likely using at least 1 social media platform, the use of Social CRM to build and improve customer relationships is no longer optional - it is something that must be done! In a nutshell, competition among businesses is at an all-time high, and with over 70% of the world using social media, you are missing out on a great resource to gain an advantage over your competitors if Social CRM is not a part of your marketing strategy.
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