Strategic Social CRM

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By G+ Author: Erin Washington.

 With the multitude of acronyms flying around, it can get confusing. Social CRM is Social Customer Relationship Management and is defined as;

“The use of social media services, techniques and technology to enable organisations to engage with their customers.”

While Social CRM is often thought of as another way of monitoring social media, it goes far beyond that and includes review forum optimization, conversation control and brand reputation management. These techniques are then used to control the conversation across all social networks including, Facebook, Twitter, LinkedIn, Google Plus, Instagram and many review forums.

Strategic Social CRM

There are important things to do if you want to achieve the best out of your Social CRM endeavors;

1. Find a platform to help you and perform a comprehensive sentiment analysis

There are plenty of companies out there that can help you get a good understanding of how your customers feel about you. Companies like Frost Media Solutions will be able to help you see the overall sentiment for your company, as well as take an in depth look at each platform.

2. Monitor ALL Social Media

Customers are pretty savvy, and if you optimize your positive results in only a few places – they’ll quickly realize that the overall picture doesn’t quite fit. So be diligent.

3. Respond strategically, not emotionally

While it’s hard to hear harsh words about your business, just remember there are three types of comments.

i) Those that require a public response
Only respond publicly when it’s a complaint or a question you get often – if you get it often enough consider putting in the FAQ section of your website.

ii) Those that require an offline response
If the comment requires a response, but you need private information such as account numbers, take the conversation offline. Get them to call your customer service team. This will also stop drawing attention to the comment with new

iii) Those that need to be left alone
Some customers just need to vent and get it out of their systems, then they’ll leave it alone.

4. Don’t forget to acknowledge the positive feedback!

It’s easy to get caught up in only responding to negative feedback, but customers who are enjoying their experience want to be acknowledged too!

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