How Social CRM Can Benefit Your Business

Social CRM or social customer relationship management is fast becoming one of the best ways to keep in touch with your customer base. As social media has grown, more and more people are connecting and talking through these venues. Smart business owners have taken advantage of this trend and started using a few of the following techniques to improve and enhance their customer service.

By using the top social media sites; Facebook, Twitter and LinkedIn, you not only expand your exposure to potential customers, but you can communicate with your existing customers. If they are experiencing any problems with your company or product, you have the opportunity to publicly demonstrate that your company cares about them and remedy the issue quickly. Others will be watching and be impressed when they see that you are attentive to your customer’s needs.

Social CRM allows you to be a little more informal and personal with your customers. You can build trust and a friendly relationship that will encourage them to continue coming back as a customer as well as recommending your company to others. The sheer value and power of being seen in a positive light on social media platforms cannot be overstated. When tweets or posts go “viral”, you stand to gain a huge amount of free publicity and traffic.Social CRM

You can offer updates, specials and contests to keep your customer/fans engaged and thinking about you. When you are on their minds multiple times per day, you will be who they turn to when they need what you have to offer. This is also the perfect venue to announce new or up-coming products or services that you will be offering. You can use this medium to build excitement and anticipation for upcoming events as well.

Social media monitoring allows you to receive instant feedback from your customers and clients about your products or services. This is priceless information that will help you analyze your business and make adjustments to give your customers exactly what they want from you. In fact, you can even use this as a way to generate new product ideas simply by asking for suggestions or taking a poll. Once you’ve created a following, people will become loyal and want to see you succeed.

The exposure and personal recommendations that you receive from well managed social media campaigns can literally boost your bottom line over night. It may take a little time to build up your fan base with customers, but once they find you and start spreading the word to others, it can grow very quickly all on its own.

There are many benefits of using social media as a customer management tool. It is a vital part in the customer service department for all business these days. People are generally social beings and when you want to connect with them your best bet is to go where they are. Social CRM is a very inexpensive and effective way to stay connected with those who support your business.

Image source: ©Jakub Jirs├ík - Fotolia

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