The social management of customer relations, also known as social CRM, is essential for companies of all sizes. It helps in keeping small or medium-sized enterprises, SMEs, accessible, informed and proactive in interacting with their customers and getting to know them. You must know the 7 tips for social CRM strategy.

 

In social networks, customers talk about what they like and what they don’t like. They also talk about what they care about and what their perception of their business is.

 

If a customer has a problem with a product or service you provide, all their friends and followers will soon know, regardless of being mentioned. That’s why it’s important to know the 7 tips for social CRM strategy.

 

Social networks should be a central component of your company’s plan. However, a successful social strategy is about more than just accumulating likes and followers to drive site traffic. Keep reading to know more about the 7 tips for social CRM strategy.

 

Learn the 7 tips for social CRM strategy

 

Once you have captured the audience, these 7 tips for social CRM strategy will help your company make the most of the tools it uses and the data it is collecting. It will also give you the ability to turn the immediacy of social networks into an asset instead of a responsibility.

 

First, invest in the right social tool

 

The first 7 tips for social CRM strategy is simple but very important. Even before incorporating a social strategy, your company must manage its social media efforts through a social media analysis tool.

 

The platform you choose will serve as a focal point for programming social publications in all active presences. It will also monitor who says what and how many people are saying it. This information will be very useful when interacting with customers.

 

You need a social CRM tool that can do all that (for a price that suits your business). In addition, you should also do well to integrate your social strategy with any existing tool you may have.

 

Second of the 7 tips for social CRM strategy, orientate in the relevant networks

 

Do not waste time generating publications and participating with followers on a social media platform that is not central to your business.

 

For an e-commerce site, it could be useful to post brilliant photos of your products on Instagram or Pinterest and interact with customers in those sites.

 

Meanwhile, customers of a business software company are more likely to be located in the traditional trifecta of Facebook, Twitter, and LinkedIn.

 

If it furthers your business and the number of customers is increasing and is attracting a new audience, then that network may be worth it.

 

Third, monitor interactions, and mentions

 

Your social platform must have the ability to configure the transmissions for each social network and the specific parameters within them. In addition, you also have to keep track of customers’ tweets, comments and “likes” directly with their presence.

 

You can set up applications that can monitor keywords such as your company’s name and the main words associated with what your business does.

 

¿What happens, then, when your company is mentioned or a user of a social network asks a question about an area of ​​expertise? Your company can respond quickly with a useful answer that could turn a user into a loyal customer.

 

Fourth of the 7 tips for social CRM strategy, analytics are your best friend

 

Once you have identified a particular customer, the analysis can help you get more information about them.

 

What was the scope of the tweet this user sent about your product? Have you recently mentioned a competing product and in what context?

 

Send a user profile and specific data about them through the channeling of your to a sales or marketing representative of your company.

 

When interacting with your audience, analyzes could be the key to the conversion of a customer.

 

Fifth, group customers into target audiences

 

A social CRM strategy should take advantage of all the existing capabilities that social networks have to offer. For example, Facebook and LinkedIn have groups while Twitter has lists.

 

This functionality can help you, group customers, into segments naturally and within the context of the social network that is most suitable. The suitability will be important in determining specific interactions about a specific product or products.

 

A social consists of using the individual data of the social person of a client to adapt to the most intelligent business interactions with them.

 

Sixth of the 7 tips for social CRM strategy, social media managers are real-time customer service representatives

 

The team that manages your company’s social network presence is your first line of customer service and your company’s brand ambassadors.

 

Representatives must answer a client’s question on social media within an hour and the conversation must be a genuine interaction rather than a transaction.

 

Don’t be afraid to give your name as a traditional customer service representative would.

 

Depending on the type of business, the integration of your social networks and customer service teams into a cohesive department could improve the speed and the quality of the responses.

 

Seventh, use social incentives to encourage brand loyalty

 

The most loyal, vocal and active followers of your company’s social networks are active on social networks. Developing a relationship with these loyal customers and those with the greatest social influence can help convert their online presence into communities.

 

Run a hashtag-based event on Twitter about a particular promotion. Give a mention to the client who has been most active in your community this week. Send discount offers or promotional codes to reward committed customers. 

 

Social media gives businesses more immediate access to a wider range of customers than ever. Therefore, your social CRM is the way your business can take advantage of and make the most of those connections.

 

In Innatos we can develop the best CRM software for your future social strategy. Contact us today and learn more about our products and software solutions development services.