As of January 2017, more than 2 billion people are using social media platforms and this figure is only going to increase with the passage of time. Even individuals who are shy of speaking in the public and sharing information have an online presence.
With people connected to the internet at all times, it has become somewhat difficult to meet the rising expectations of today’s digitally empowered customers.
To get insightful data about customers, it only makes sense to have a social CRM. The opportunities that social media has unleashed for marketers are tremendous and it is now up-to them to capitalise on those opportunities or else they’ll be left behind in the race.
1. Win More Business
With Social CRM, you can get detailed insights about your customers regarding their demographics, tastes and preferences, buying behaviour etc. This will help accelerate the sales process by allowing you to identify the leads that have the highest probability of being converted into deals.
It will also aid the marketing team in exploring new market segments and design personalized marketing campaigns and promotion offers.
This will result in enhanced productivity, optimal allocation of company’s resources and bring the desired ROI.
2. Better coordination among the departments
Due to the inter-dependency among various departments, the key to success in any organization is effective communication to ensure that work gets done on time.
With Social CRM, every team be it marketing, sales or customer support can now stay updated by having access to real-time data related to a customer’s profile. Every department will know what is the status of the customer and can thus act accordingly.
3. Bridge the gap between the present & the future
Track what the customers have to say about your company’s product and if they would like to have any changes made to it. Today, customers having access to vast amounts of data know what kind of product they would like to buy in the future and that is reflected in their online activity.
Social CRM will give you the ability to look into the future and develop products that customers wouldn’t expect to be in the market anytime soon.
4.Proactively serve your customers
A positive word of mouth can do wonders for your business whereas a single negative comment can do more damage than one can imagine. Social CRM will give your customer support team data about customers’ feelings and sentiments in real-time.
Now it is up-to to you to use that feedback to make strategic adjustments and take the necessary action that enriches the customer experience.
Social CRM has had a profound impact on the business landscape. Businesses need to invest in Social CRM in order to stay competitive as it provides unmoderated and uncensored data that cannot be obtained elsewhere.