Social CRM: What It Is and Why You Need It

In this current day and age, the internet plays an integral and important role in our communication. It touches upon almost all aspects of our lives, so much so that it only makes sense for entrepreneurs to leverage it for their businesses. However, there are still many business owners who are skeptical about the power that social media can bring and are adamant about the necessary changes that they would have to do to benefit from it. However, adding a social media aspect to your customer relationship management or existing CRM system doesn’t mean reinventing your business, or rethinking about your entire model; social CRM simply means adding another route of communication for your customers and partners.

Social CRM gives you access to a whole new way to communicate with your customers. By adding social media to an already existing CRM system or CRM software, you can track, measure, and assess their social media engagement regarding your business. Paired with the information that you already have on hand about them, you can glean new and more accurate data about your customer, giving an entirely new dimension to your client relations. Additionally, when they choose to contact you through social media channels, you can track and organize all data that comes to you as easily as any other data. This means that you can solve their problems more efficiently and tend to their needs faster and more accurately.

The Gap Between Businesses and Customers

Even those who understand the marketing power of social media sometimes miss the fact that the internet can be a whole new form of communication for businesses. Here in Singapore, we often see businesses publishing posts about their company and products—videos, tweets, and text posts, all of which were thoroughly studied and discussed to produce the most engagement. On the other hand, consumers spend time on the same social media channels, but in an entirely different circle. They discuss you and your products, creating recommendations, reviews, and sometimes, complaints, but your marketing doesn’t reach them.

This gap illustrates a common mistake that businesses do. Clientelemanagement and sales tracking are the most effective CRM solution to improve clientele engagement handling, because they help with customer relations by addressing the needs of your Singapore business’ target market.

Customers want to benefit from your products, but you can’t do so if you don’t know what they want. CRM software, especially social CRM, allows you to fill gaps and to manage prospects by providing you a trackable method of responding to your customer base through social media. This means that you get to your customers where they are, through the medium of communication that they prefer, instead of them adjusting to the limited platforms that you offer. A clientele information software also helps you track their concerns across many platforms, should they choose to use multiple channels. This also means that you get access to information (including reviews, complaints, and recommendations) on a wide scale, all while still being able to focus on the account management of existing clients. You can then cross reference this data with your sales reports to figure out how to keep your business growing.

Gain an Entirely New Ways of Interaction

Because of the internet, our methods of communications have changed drastically. We can now connect with colleagues and talk to a business consultant inside or outside Singapore through different platforms almost instantaneously. Imagine going through a sales coaching program with a business expert and being able to reach them anytime, anywhere when the need arises. That’s a convenient way to do a business system consultation.

Similarly, these features open entirely new ways of relating to and interacting with your customers, ways that could not have been available to us even in the previous decade. Among these new forms of interaction include:

  1. Delivering customer support through social media

While many interactions concerning customer support still happen through traditional means at present (like emails and phone calls), using social media can have many more benefits over these traditional means. First, communication over social media is almost instantaneous and happens in real time. This means that information can be gathered much more efficiently with the help of an erp software, and problems are solved before they could potentially get worse. Second, you can put your customer’s comfort first, by letting them use the channel that they want to use.

With social CRM, you could put your customer first in every interaction. Paired with cloud CRM, which allows you to connect with your sales staff whether they’re in Singapore or abroad, you can grow your business with the power of the internet.

  • Knowing complaints as soon as they arrive

While it’s the ideal, customers don’t always voice their complaints directly to you. Instead, most post about it online to inform their friends about your products in services. Social CRM, with the help of cloud CRM features, can help you monitor what people are saying about your company, giving you the ability to resolve these issues as soon as they are posted. This also sends a message to your consumers telling them that their concerns are heard and that you are promptly working on a solution. This can make sure that their complaints don’t get blown out of proportion (as things on the internet can sometimes be), even if you still must spend time with lead supervision.

  • Rewarding customers who help your business

While complaints aren’t always voiced directly to you, this also holds true for positive reviews. If your customers believe in your services and products, they become more than just customers; they can end up representing your business, advocating for it to their friends and family. Word of mouth is one of the most reliable sources of new customer engagement, and encouraging more of it could only benefit you and your business. Most of these interactions happen online, as people talk about a positive experience with a certain business or product. Being able to acknowledge these customers through the CRM software, even by doing something as simple as thanking them publicly, can help them feel appreciated and valued. Plus, it may even guarantee continued patronage.