Search Marketing Blog

Search Marketing Blog


3 ways Social Media can affect your CRM

- Tuesday, January 26, 2010
Customer relationship management (CRM) has always promised the ability to effectively manage customer interactions at the right time, in the right place and in the right manner in order to maximize a customer’s value to a business. The introduction of social media marketing gives us the perfect opportunity to revolutionize customer relationship management (CRM) and build true customer relationships.
 
Social media offers four game-changing additions to existing CRM strategies for the creation of a truly unified customer experience.
 
Listen
Customers are talking about your company, your products, and your competitors.  The information harvested from these types of social media conversations can yield invaluable opportunities.

Respond

Once you are listening, it will be abundantly clear that buying behavior, or lack of it, will be ultimately influenced by the outcome of sentiments in these social media interactions, but by then it’s too late.  Social media gives customer focused businesses the ability to participate in these conversations in real time and talk directly to the most engaged and active customers and prospects.

Consolidate Customer and Prospect Profiles
After first engaging as a participant, companies wanting to effectively leverage CRM have the opportunity to use social media outlets to address individual customers and prospects in order to directly generate more business.

These three capabilities are vital additions to the CRM playbook.  In the long term, these will become seamless as social media becomes fully integrated in CRM processes.

For information on effectively leveraging Social Media Marketing and improving your Customer relationship management (CRM) capabilities contact Magnetiks Search Marketing today at (281) 362-9855.