Social media is a treasure of customer insights. It is a place where your customers can talk about your company products and services, share their opinions, and reviews. Businesses also want to learn what their customers have to say about their brand, what their current tastes and preferences are, and if they have any issues or concerns.
But how can businesses learn about their customers? It is vital for businesses to focus on building a perfect social CRM strategy to monitor and track social conversions.
Here are a few tips to build a perfect social CRM strategy for your business:
#1 Identify the Right Social Channels for Your Business
Not every social media networking site is suitable for your business. It is important to identify the right social media outlet to promote your brand and to engage and build meaningful relationships with your customers.
Primarily, you can consider these social sites to build a brand voice for your business.
For example, Facebook, having 1.8 billion active users, is undoubtedly the biggest social networking site to reach a wide range audience and it is one of the best platforms for B2C businesses. Whereas Linkedin can be used to build professional contacts and is the right tool for B2B marketing. Twitter is also one of the great platforms for B2C companies and many organizations prefer Twitter as their main social customer support platform because they consider it as quick and user-friendly.
Then, how should you choose the best social platform for your business? It depends on the following factors such as the below:
- Follow the social footprints of your customers and identify which social networking sites your customers are more active. Go where your customers are.
- Analyze your business structure – Is it a B2B or B2C? Once this is answered you can plan accordingly.
#2 Set Up Your Social Business Account
After analyzing your business structure and identifying the right social platform(s), it’s time to build a successful social media account for your business. Choose the topics that you are going to cover, make the content engaging, and also create a brand logo that defines who you are and what your business is about. Post relevant content on a regular basis and set up a customer support hub to resolve any customer issues and concerns.
#3 Start Engaging With Your Customers
To engage effectively with your customers and to build meaningful relationships, it’s important to utilize the solutions of social CRM software. Social customer relationship management software mainly involves learning more about your customer base, monitoring your customers’ social conversations about your brand, track online behaviour of your customers, and provide quick and prompt responses to customer issues, complaints, and concerns.
All this information gathered from the social CRM system is useful for the customer support team to provide excellent customer service and it will give you a way for enterprises to measure the overall social media performance.
#4 Choose the Best CRM Software
In order to build a powerful social CRM strategy, it’s important to choose the best social CRM software for your business.
Before purchasing a social media CRM software, decide why your company needs it – Is it for marketing, prioritizing and engaging with your customers, or for initial contact with potential clients? Find a simple program that can help you prioritize social communications, seamlessly integrate with other key enterprise applications, track social conversions effectively, and can be used on all devices.
#5 Provide Social Incentives
Having the most loyal, vocal, and active customer base is a big asset to any organization. It’s important to build strong relationships with these loyal customers. Encourage your loyal customer fan base and offer social incentives or send out discount offers and promotional codes to reward these loyal customers. Otherwise, you can give a shout out to the most engaging customers in your community. These kinds of social activities build trust with your brand and can turn your loyal customer fan base into future brand advocates.
With the help of social media CRM software, businesses can leverage social media to improve customer engagement and to build successful and meaningful customer relationships.
James Maron is an author at SutiCRM. He shares his views on SaaS and Cloud-based business management solutions.