( Interacting with customers is key for CRM success)
Vision, Objectives, and Strategy are the pillars of achieving customer relationship management (CRM) success. You also have to choose the right technology to be competitive and efficient. But, is that enough? In today’s world which is glued to social media, consumers are more likely to question or compliment about your business, product or service on social networks like Facebook and Twitter.
Social media management and CRM have become almost inseparable. But just offering a social CRM for the sake of it is not enough. You have to manage and engage the customers in a way that will benefit your company the most. The following tips are sure to help in your course to achieving CRM success.
#1 Choose An Apt Platform
Select a social media platform that will help you increase your engagement online. It will be very helpful for your business if you refer this post and choose the social media platforms that will benefit the most. The social network you select should help you market and boost your sales. The world is customer-centric, and you should use the technology to connect with them.
#2 Identify And Engage Your Social Influencers
Use social media analytics tools to see who is promoting your brand the most. Then reach out to those loyal customers and build a good relationship with them.
#3 Reward Loyal Clients
( Rewarding loyal customers will make them feel more welcome)
How are you planning to keep your loyal customers? Customers who are engaging on social media positively about your brand should be rewarded appropriately. Providing discounts and sending them thank you notes are examples of these.
#4 Use List And Group Features
Create lists in the categories of clients, prospects, positive feedback and influencers. Add people to each list and devise social media campaigns to keep them engaged.
#5 Your Social Media Presence Should Be Consistent With Your Brand Image
(Entertainment companies like Netflix engage in a lighter tone with the audience)
Your fans and followers want to have a regular conversation with your brand on social media. So be as human as possible while engaging your fans. Provide your representatives with guidelines that are in accordance with the vision and attributes of your company.
Make sure that you engage customers only through the company’s official account. Also, your employees should opt to put their name at the end of their replies. This way, your customers can relate more to an individual rather than a faceless brand at the other end.
But, your tone on social media should play to the brand image. For example, if you are a gaming company or a restaurant, you can use an informal tone to address and engage your followers. But, if you are a law firm or a data company, then your replies should be courteous and informational.
#6 Talk With Your Customers, Not At Them
Social media is a two-way street. So instead of pushing information to them, try to build a conversation that will keep them loyal in the long run.
#7 Respond To Customers Timely
How fast you respond is as crucial as the response itself at winning the customers over. Try to engage the customers as soon as you can.
If they have a query or a complaint, offer them a very personalized response quickly. It might not be easy to be up to date across all social media platforms, but if done, your customers will appreciate you. It will go a long way in building a bond of trust and loyalty between you and your clients.
#8 Post A Frequently Asked Questions Section
( Example of an FAQ section)
It is tiring and time-consuming to answer repetitive questions personally. An FAQ section on your Facebook page or website is the ideal solution. This way, your followers will be able to get the answers they are looking for without much hassle. But, do offer personalized solutions to the customers if the query is not listed in the FAQ or if they need further information.
#9 Monitor Social Media Profiles
How do you get to know more about your customers? How do you cater to their needs? Well, social media is the answer. It provides us with psychographic and demographic information and data about your niche audience. This way, you will be able to hit the target and also identify the trends among your consumers.
#10 Right Resources Are The Key
Social media can become the villain of your CRM if your team is not equipped to solve potential problems. A general approach is to hire marketing and PR professionals for this purpose, but make sure that they are capable of solving the problems thus relieving the customer of frustrations.
#11 Don’t Just Bank On Social Media
The customer should have a unified and centralized experience. If a very loyal customer of yours is facing a significant problem, then a call would do more good than a tweet.
#12 Do Not Ignore Basic CRM Functions
The old-school CRM functions are instrumental in achieving CRM success rates. Dividing tasks, managing accounts, managing marketing campaign, logging call notes, tracking sales activity and other essential CRM functions are as crucial as ever.
Customer relationship management plays a huge role in deciding the future of your company. Try to keep the whole process simple rather than having unnecessary complications. Choosing the right platform enables you to cater to the audience more efficiently and rewarding your loyal customers will make sure that they remain loyal. A timely response will give you a good word of mouth. The right resources will help you keep a check on efficiency, quality, and professionalism. Make sure that you talk to the customers rather than pushing information on them and also maintain consistency in the way you engage with your audience. Remember, even though- fast growing, social media is not the only platform you should focus on as basic CRM functions done on conventional platforms are also important.
Many businesses fail to hit their CRM targets because they do not have a unified or simple approach. Identify the metrics and focus on the things that matter because you can’t manage what you can’t measure.
What have you missed: AskCallbox: Why would I work any lead generation company when I have an in-house marketing person and my own CRM?
Sara George from iDigic has been writing about social media ever since she can remember. Articles mostly touch upon how you can better your social media presence and get more out of your social feed.