Web Design Firm

For businesses of all sizes, acquiring, retaining, and supporting customers is more challenging than ever before. But the rise of social media blogs, social networks, etc. offers a wealth of consumer data that businesses can leverage for client retention. More than 80% of Americans aged 18-55+ use social networks and tools monthly, which means two things: 1) there is a wealth of customer information on social networks/conversation platforms that businesses cannot afford to ignore, and 2) businesses will benefit by reaching out to existing and potential customers through these social platforms.

Social CRM systems (previously referred to as “CRM 2.0”) have emerged as a way for businesses to consolidate customer-related processes across functional areas as a traditional CRM platform would but with the addition of social media management and monitoring. Within the Social CRM space, there are many types of solutions, each having their own flavor, and each meeting different business needs.

What is Social CRM Software?

Social CRM is a process for monitoring, engaging in, and managing conversations and relationships with existing and prospective customers and influencers across the Internet, social networks, and digital channels. Social CRM is very much supplementary to traditional CRM processes, as it aims to engage communities and foster the creation of content for a targeted market, converting content into conversations and collaborative experiences that will hopefully build meaningful relationships with customers. In many ways, Social CRM is traditional CRM with the bonus of social media / conversational data analysis and management.

Does My Company Need Social CRM Software?

Businesses of all sizes and in all industries can derive value from a Social CRM solution. The increasing number of users on social networking sites is a testament to that, and the data created on these sites can prove invaluable. Traditional CRM is still relevant: it focuses on contact management, and manages the processes, services, and technology that marketing, sales, and customer service departments rely on. However, the growth in social media usage has led to a shift in customer behavior consumers expect personal interactions with their favorite brands and leveraging social media for customer outreach is become crucial. And as social media makes customers more accessible, a Social CRM platform that manages and monitors social media campaigns and communities is a no-brainer.

Common Social CRM Features

Social CRM is intended to help businesses monitor and execute campaigns and outreach initiatives to engage customers in collaborative conversation, and such platforms come in various forms. Important Note: There are two basic Social CRM models. The first is what many major CRM vendors are offering: social media management capabilities in the form of modules that integrate with their existing CRM platforms. Modules can range from simple (just a Twitter integration) to complex (complete community management) depending on a business’s outreach goals. The other route: there are a number of Social CRM vendors whose platforms focus almost exclusively on customer relationship management through social networks. These Social CRM products were developed with community engagement and online communication in mind, and are less process-centric than the aforementioned Social CRM platforms. Some of these products are standalone platforms, but nonetheless they are usually integrative with major CRM platforms.

This entry was posted by wakensys28 on Thursday, March 11th, 2010 at 4:19 am and is filed under CRM | ERP | HRMS. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.