Here’s What You Should Know About Social CRM
By Katy Robinson
The last decade has shown that social media is here to say. More than 3 billion of the 7 billion world population has active social media accounts, and if numbers are anything to go by, this will only increase henceforth. This advent of social media has completely transformed the way customers interact with businesses and vice versa. But how do businesses tap into this world of social technology is a talking point among many corridors. The daily usage of social media by these billions of people presents an opportunity for organizations to extract meaningful insights and data that can be used to target their efforts the right way. And they can do it with a Social CRM. A Social CRM is an integration of your SuiteCRM with Social media platforms that help you bring in all your customer data into your CRM for meaningful analysis and insights. Let’s take a look at why you should make your SuiteCRM a Social CRM.
Identify Sales Opportunities
By integrating social media platforms with SuiteCRM, the resultant Social CRM can track your business on social media platforms and tell you what people are talking about with respect to your business. Identifying these trends can help you refine your product and services, as well as find people who are looking for more out of their current products. You can then cross-sell or up-sell them in a manner that is both natural and convincing. You can also put tickers on whenever your brand name is mentioned on social media platforms. This will help you dive deeper into what customer perceptions resonate with your brand and from there you can right the wrongs to truly improve your ROI. Perhaps, there are issues with your website from a UI perspective that the web team couldn’t identify. You can use these social media insights to gauge your audience responses and find these nitty gritty complexities.
Detailed Customer Profiles
Find deeper insights into how your customers interact and envision in a product by creating elaborate customer profiles in your SuiteCRM by taking the data from social media. You can create multiple filters and segment your customers based on demographics, jobs, interests, activities, and history with your business. These detailed customer profiles will help you extensively in market research, product design, and then marketing that product to your audience. You can identify the right target market and aggressively market your product only within that particular group for maximum benefit.
Take a look at how SuiteCRM improves Customer Management.
Unanimous Customer Approach
By integrating social media platforms with your SuiteCRM, you can have your Marketing, Sales, and Support departments on one page. You can then work on an elaborate strategy that takes social media into account, you can send out relevant content and gated offers to a range of audiences based on their social media profiles. Your sales team can then contact them as they close in on a purchase and your Support team can proactively assist them and improve your customer experience scores. This might not seem much, but a consolidated effort of this scale coupled with all that meaningful data from social media can really improve your customer experience and support scores.
You can also flip this around and proactively monitor your brand engagement online and get in touch with customers who you think might be having issues or problems with your product or service.
Social CRM can have a huge impact on how you interact with your customers and can give you insights and details that can give you a whole new look inside your customers. Investing in a Social CRM is a wise choice that can be worth its weight in gold as your customer base grows with the growth of your business.
Get in touch if you’re looking for a SuiteCRM Customization, Integration, or Support. RT Dynamic is a SuiteCRM Official Partner. Contact Us for a Free Consultation Session to analyze your business needs and find the perfect SuiteCRM for your business.