Your customers are the inseparable part of your business, it is always best to stay connected with them and never take their engagement with your brand for granted. Most companies claim to have a good relationship with their customers’ and have a great experience with them. But the truth is when it comes to social media, right customer relationship management (CRM) isn’t in its best shape for many companies.
The fact is, if you leave them completely out of social media in your CRM strategy, you may have to pay heavily for this. An outstanding brand experience is what makes consumers refer to others and they also return. But if they experience anything negative in that journey it will definitely impact adversely your bottom line.
Using social media CRM tools you can track, monitor and engage with your customers across social networking sites and offer a better experience. Here are the five explosive ways your brand can improve your social media outreach using CRM tools:
1. Categorize your Company’s Information: Breaking down your organization’s silos is the first step that can help you improve your engagement with your customers on social media. Do not let the marketing team hold all the cards to your strategy, you must also bring the sales, customers support and social media teams in the picture.
It is quite possible that when all the strategies and information are within the reach of marketing team it may provide poor customer journeys when someone from social platform ask something that marketing team is not aware of. So, just to improve engagement with your customer’s brands have to work on breaking silos and improving task management by bringing other teams also on board.
Using social media is the best bet to create better experiences for your customers. It helps to work on one platform. Don’t let questions go unanswered due to the restricted profiles of your social media and community manager as it is taken care of by marketing team. All your teams must work together to increase your CRM strategy through a well-rounded assignment of task allocation and its management.
Bu hikaye Small Enterprise dergisinin October/November 2017 sayısından alınmıştır.
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Bu hikaye Small Enterprise dergisinin October/November 2017 sayısından alınmıştır.
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