Customer relationship management (CRM) tools were created to help companies interact with their customers more efficiently and better understand their customers’ needs.
This infographic from Eloqua teaches about social CRM as a way for businesses to use technology to engage customers. According to Paul Greenberg, social CRM is, “The company’s response to the customer’s control of the conversation.”
More than ever, the general consumer trusts other consumers more than they trust brands and organizations. When a consumer gets up on a social media platform and either praises or trashes a product they positively or negatively influence their network’s perception of that product.
The increasing use of massively connected social platforms means that businesses must engage with their audience on these platforms. These platforms are not just connected – they’re also instantly accessible.
Emotional moments in the course of buying a product have the potential to end up on social networks moments after they occur in real life. It’s therefore vital for CRM efforts to extend from an analysis of transactional data to a real time conversation with customers combined with exceptional value delivery and world class customer service.
Eloqua advises businesses to first understand their various customer segments and identify which communication methods they prefer. However, they also advise businesses not to leap without looking. Just because a channel is social does not make it valuable to a business. Nor is “social” the same as “inexpensive.” Often times, the value of social CRM comes with a high price tag.
The ultimate goal of social CRM is to improve customer loyalty by providing exceptional customer service. This means improving the way your customers buy and use your product; it also means making sure that your customers feel valued. It is more than implementing software – it is an attitude of authentic engagement.