With Social CRM changing the scale and perspective of brand involvement in social media, advertising agencies are now encouraging their clients to implement this powerful tool. Social CRM is designed to engage your client’s customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment.
Social CRM being the connection between social media and your client’s internal and external communication system helps revitalize the entire relationship between your clients and their customers.
Social CRM Key Features
- Brand Monitoring – track conversation regarding brands or business.
- Support for Social Media Platforms – different components weaved around social media are integrated with and leveraged by the CRM systems.
- Community Support – create and manage customer communities from within the platform.
- Social CRM Analytics – insights into not just popular content and search keyword but also sentiment and behavioural analysis to monitor customer interactions within business’s online communities.
Customer centric approach that helps get a better read on client’s audience overall and also ensures long-term relationships with customers.
Gain insights to explore new market segments and improve marketing effectiveness which eventually leads to high conversion rates, increased brand awareness, leads, and sales.
Identify new opportunities and improve cross/up-sell abilities through increased contact with existing and potential customers.
Increased customer loyalty by promoting transparent dialogue and improving employee/customer satisfaction
Effective handling of customer dissatisfaction and decreased customer service cost through self help communities.
Raise marketing ROI as a result of better targeting, better product solution, customer experience and word-of-mouth.