The goal of any social CRM strategy should be engaging your customer base, which would lead to better customer relations. When your customers have an easier time interacting with you, they’ll walk away happier, increasing loyalty.
At the same time, on-the-fence consumers will take notice of your authenticity and approachability, leading them to opt for your products or services.
Implementing a Social CRM can encourage a new level of engagement, both new and old, as long as you have a great social media strategy.
This article will teach you how to combine these systems to facilitate growth in your business and the tools you’ll need to put them into practice.
Integrating a Social CRM Strategy in 7 Steps
Creating a successful Customer Relationship Management (CRM) software strategy can be done by following our 7 steps. Missing any of these steps could cause the integration to fail.
1. Identify Problems and Goals
Businesses can’t just jump into the process; they first need to highlight their customer engagement problems and goals.
For example, do your metrics show high unfollow rates when your brand posts more than once a day? Your goal could then be to implement a content strategy with fewer updates. Examine your metrics to see if fewer people start to unfollow.
2. Start Posting on Two Platforms
Don’t start targeting your entire customer base at once, regardless of what platform they’re using. Start with two popular social media platforms, like Instagram or LinkedIn, so you don’t wear yourself too thin.
It’s better that you concentrate on fixing the largest problems first by implementing a strategy in the first place. Once these platforms exceed expectations, you can expand.
3. Track the Customer Journey: Social CRM Strategy
To create a long-term relationship with your customers, you need to track their entire journey. You need to foster new relationships with leads and prospects by providing value, which requires working off a customer profile.
First, you’ll have to create a profile manually. Through automation, the software will start populating each customer, lead, and prospect for you.
4. Prioritize Fast Response Time
Social media allows brands to engage with consumers in real-time. This technology allows companies the opportunity to respond to customer compliments or complaints quickly.
Increasing your response time to consumer issues will improve customer experience, which may keep them as customers. You can also turn a negative sentiment into a positive, attracting more viable leads.
5. Include Marketing and Customer Service: Social CRM Strategy
Although adding a Social CRM will increase customers, it’s not specifically a marketing platform. Both the sales and customer service teams need to be involved in this process for it to succeed.
If you train your social media team to think like customer service reps, you will likely see consistent growth. Use social collaboration tools to help with this step.
6. Use Social Listening and Influencers
Once you have a foundation for how you want to implement your Social CRM strategy, take it a step further. Start training your staff in advanced social listening, like how to search for hashtags or brand mentions.
Uncovering actual branded, industry, and competitor keywords can also help you connect with influencers and find user-generated content. A CRM software can even locate misspellings of your brand name, opening more doors for finding future customers.
7. Maintain Brand Voice Across Channels
It’s essential to create a consistent brand experience across all social media channels. A positive experience requires creating a brand voice and maintaining it through all social interactions.
Consumers will notice inconsistencies in how responsive or caring you are across each channel.
However, keeping your brand controlled isn’t easy and requires a business style guide for your employees to follow. When done correctly, users will enjoy their experience and stay invested in your brand.