What is Social CRM and why is it so vital to your business?
We just launched our Facebook page today and in keeping with this, I thought we could discuss social CRM and why it is so important. In broad terms, Social CRM can be defined as managing your customer relationships from an online social platform. It is a highly targeted mode of communication which allows a business to interact directly with the customers.
The key to successful Social CRM is to engage the customer. This requires back and forth communication between the business and the customer by engaging and replying to their comments, posts and updates. Not only does this personalize the relationship, but it also builds a level of trust and customer loyalty. It also ensures that you are getting the relevant message across to the customer. The bottom line is that Social CRM transfers the control over to the customer, but in turn earning their trust. Quick and frequent communication will engage the customer and will grow your business!