Social media has - and will continue to have - a big role in the world of CRM. A piece in hospitality technology previously shed light on the social side of customer relationship management, and over the next couple of days we're going to take a look at some of the key ways that it's benefits can be maximised.
I recently blogged on the point of taking your business social see http://blog.mycrmgroup.com/post/2013/10/21/Does-socializing-your-business-mean-good-CRM.aspx Here these is a review on some good points for all business
Developing a strategy
It is important for everyone involved in a team's marketing strategy to know exactly what the overall aim is in terms of the brand's perspective. What is the overall goal for a company's social media promotion? Is it to raise awareness? To drive sales? Or simply to help speed up the sales process? Firm goals mean success.
Pick the right technology
It's important to ensure that when first choosing the relevant software, the right one is picked. The ideal method is to choose software that already fits the needs of the company, rather than having to manipulate the firm's processes so that they fit the way that the software works. If the company's sales process already works, there's no reason to change it.
Have a single person monitor the process
Whilst in many cases a number of people will help to manage the social media process, this isn't necessarily ideal. Preferably, one staff member should be placed in order to specifically manage social CRM. This way there is someone firmly in place whom relevant CRM and social information can go to.
Follow up and respond quickly
Social CRM is important as if you’re not responding with two way communication then you’re not being social, you can easily message out but you need to be aware of what people are saying about your business and respond to prospects and customers if you’re using social channels.
Source: Hospitality Technology
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