Social CRM can Help Your Business GrowIf your business is not on the internet yet, it should be and you should be using social CRM to connect with your customers. Social CRM (customer relationship management) is a way to use popular social media (LinkedIn, Facebook, Twitter, etc.) to connect with your customers and potential customers in a way that will make them want to buy your products or services.
With social CRM you will be able to engage your customers and get them discussing any topic of interest. A good social CRM should be able to track all of your conversations with your prospects, and allow you to know what they are talking about through the various social media channels. This can help your business understand the customer and how he or she feels about your products or services. This will be a good analytic tool to help you sell.
The person who is assigned to handle this type of customer relationship will need to be very good with their social skills on the internet. The wrong type of personality could cause more harm to your company’s reputation than good. They will need to know how to respond to complaints and they will need to respond very quickly, before anything gets out of hand.
Rules to follow for good social CRM are:
- Make conversation with your customers and do not be too pushy for information from them. You should come off as more friendly and helpful.
- Make sure your posts sound human and not mechanical. Allow your employees to let their personality come through. You will get better and more honest responses.
- When customers have a question or complaint, respond in a timely manner. No one likes to be kept waiting for hours. This might mean having employees working consistently on social media but it will help your business.
- There are people, known as “trolls”, that like to stir up the readership by posting things off-topic. It is best to not respond to these people as that is what they thrive on. It is good to know the difference between a troll and someone who may have a legitimate complaint.
Following these tips will help you connect with your customers or potential customers and give your business a face. Just remember that you must be diligent in how you engage in conversation as it can be helpful as well as hurtful.
If you would like some help and advice on how best to use Social CRM or other areas of marketing, please contact us for valuable advice and/or training to help you.
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