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Social Media CRM, or How to Get Closer to Your Customers

4min
1

Social networking has gone far from being the place for sharing thoughts and ideas and finding people we can talk to. Nowadays, Instagram, YouTube, Twitter, Facebook, LinkedIn, and TikTok are full-fledged business platforms. According to the statistics93.79% of companies use social networks. And this is not surprising cause, after all, using them can not only give your product a proper presentation, but also sell it.

Since social media management is such an integral part of business, organizations thirst for tools that can help handle countless accounts they have. And Social Media CRMs appeared to be what their businesses need. So, let’s try to understand what Social CRM is, how it works, and what the difference is between it and traditional CRM.

2

What is Social CRM?

You might already guess the answer. But let’s clarify. Social CRM, or social relationship management system, is software that integrates all of your social media channels with your CRM. So, it’s a platform where your team can manage both customer relationships and social networking. Thus, you get a comprehensive overview of your accounts and the way the audience interacts with the content and see whether your social media marketing works and which followers are becoming leads.

Social media CRM benefits

Okay, we got it. Social CRM is just the job for us. But can we be more specific? Sure thing. Opting for Social Media CRMs has certain benefits. And we’ll highlight the main three.

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Real-time customer engagement 🗣

Social media marketing is all about people who interact with your accounts – your audience and your potential clients. So, it’s really important to see and analyze their every step, alongside reacting to their requests and emerging issues. With Social Media CRM, you have close monitoring of your followers’ activity and quickly respond whenever it’s needed. 

Customer journey analytics 🔍

Social CRMs provide you with a comprehensive overview and analysis of your customer’s journey, starting with the first click! CRM analytics will tell you how the audience interacts with your brand and help you identify where the problem is. It also can make you understand better who your customers are and what preferences they have so that you can easily change your vector in the right direction.

Easier social media management 😎

How wonderful it would be to have one software that you can use to reply to all the comments and messages from various social networks. Oh, right, there is software like that! Yes, one of the biggest benefits of Social CRM is that you can manage different accounts and your customer relationships from a single platform.

Social CRM vs. traditional CRM

A pretty logical question is if there is such a big gap between Social CRMs and traditional ones. Some companies are already using a customer relationships management system, and they have no idea whether they need to change it. So, to help them find their CRM, let’s discuss the main differences social and traditional ones have.

4

Data sources

When it comes to traditional CRM, the main customer data sources are emails and calls. But if we use Social CRM, the information is taken from clients’ interaction with our content and within their communities. The system monitors each and every action towards the brand, including clicks, views, comments, and public discussions.

Interaction with customers

Traditional CRMs get data from emails and calls, so the latter ones are actually our ways of interacting with customers. Social CRMs widen our list of possible interaction methods with social media messages, comments, and posts. This, in turn, gives us more chances to get the customers’ attention and successfully promote our brand.

Metrics

While traditional CRMs operate with such metrics as the length of the sales cycle, the time of response, customer churn, and customer retention cost, Social Media CRM has its own metrics. Here we measure and focus on traffic, engagement, the number of followers, and brand mentions.

And that’s basically it…

Yeah, that’s pretty enough for a general understanding of whether you need to get Social CRM or not. As you see, it’s a wonderful way to get closer to your potential customers, study them and turn your new knowledge into sales. But if you’re still thinking or have unresolved issues about CRMs, you know who to contact, right? 🥰 (us)

Table of content
Social Media CRM, or How to Get Closer to Your Customers What is Social CRM? Social media CRM benefits Social CRM vs. traditional CRM And that’s basically it… 
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