What is Social Networking Software

Social CRM is defined by social networking and the social tools it uses. Before social CRM, businesses could only look at the customer information that pertained to their particular transactions–sales, surveys produced by the company, and face-to-face feedback. Social networking adds a completely different form of customer data, powered by online applications. Businesses can now use websites, social networking applications, and Internet tools to connect to their customers in a broader sense.

 

Examples

 

Social CRM is based on network programs, usually programs that the business must join instead of create. Facebook and Twitter are both very popular examples. They allow businesses to quickly update customers on discounts or deals and receive feedback on plans very quickly from a wide variety of consumers. The business can also use social applications such as Q and A pages and forums on their own websites to improve performance.

 

Benefits

 

When used correctly, social CRM allows businesses to trade information and ideas between customers, creating a community of consumers that has a very beneficial impact on the business brand and the way the business is perceived by consumers. Customers who can comment on business plans and have their questions or concerns immediately dealt with via social networking are more likely to be loyal to the business.

 

Considerations

 

Social CRM takes a lot of work, and businesses usually need at least one employee involved in full-time management of business networks and profiles. Social CRM requires a deep understanding of both customers and the business, along with the ability to write for social networking sites. Business must invest a considerable amount of time, talent, and money in this strategy.

 

Traditional Programs

 

Traditional customer service programs that analyze sales and examine customer actions for trends will always be important to marketing and customer service. Social CRM does not replace these older tactics, but it does give them new leverage. With Social CRM, the business can link social commentary and feedback with the hard data of sales. Both need to work together for the company to achieve success.

 

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