Transforming Real-time Social Insights into Strategic Engagement with Social CRM
As we navigate a world of social reign, statistics reveal a compelling narrative. Are you aware that over 3.6 billion people actively use social media, shaping their perceptions and influencing purchasing decisions? Until now, potential customers’ social media activity remained a challenge — a form of communication that eluded tracking, measurement, planning, and improvement. Social CRM (Customer Relationship Management) has effectively altered this paradigm.
Today, businesses are becoming increasingly aware of the power of social and are eager to leverage it to actively engage with their audience. So, how can businesses strategically leverage customer data and real-time social media engagement to navigate this landscape? What role does the seamless integration of social channels play in fostering a cohesive brand presence? And, perhaps most critically, how can we measure the return on investment (ROI) in this ever-evolving stage of customer interactions?
Let’s look at some answers and discuss cutting-edge social CRM strategies to harness customer data and real-time engagement, integrate social channels, and measure social CRM ROI.
What is Social CRM?
Social CRM goes beyond traditional CRMs by integrating social media platforms into the pulse of business interactions. This integration transforms raw data into actionable intelligence, offering a comprehensive view of customer preferences, sentiments, and behaviours — tracking, measurement, planning, and improving social media insights in real-time.
Winning Strategies to Harness Real-Time Engagement
Did you know that real-time engagement complements data strategies; prompt responses to customer queries and concerns on social platforms enhance brand perception and foster a sense of connection? Since customers’ data on social media is as vast as an ocean, businesses need a strategic approach to make the most of it.
Let’s explore.
Measuring social media traffic and conversions is straightforward, yet balancing the pursuit of traffic with a focus on conversion rates is vital — utilise conversion rates to pinpoint top-performing platforms. Know that not all followers are actively engaged and use social CRM for audience segmentation. Participation and sharing metrics, platform-specific, are underrated but effective indicators of customer engagement. Use this data to refine your social media strategy for optimal results.
Businesses can seamlessly integrate social media into sales, combining traditional sales strategies with social insights. That means equipping sales teams with Social CRM tools to monitor and engage with prospects on social media platforms. And the data can be used to identify leads and personalise sales approaches.
Start by actively listening to social media conversations to understand customer sentiments and identify trends. Additionally, implement social listening and sentiment analysis tools to monitor brand mentions, customer feedback, and conversations. And lastly, use insights to implement marketing strategies and address customer concerns proactively.
Measuring the ROI
Determining the return on investment for Social CRM requires meticulously evaluating various metrics. For instance, analysing customer acquisition costs, lifetime value, and conversion rates, to get a quantitative understanding of the impact of social engagement. Furthermore, the implementation of social selling, social listening, and carefully refining the social media strategies allows businesses to stay ahead of market trends, improve product
offerings, shorten sales cycles and tailor marketing campaigns, resulting in increased customer satisfaction and higher ROI.
To Sum it up
Notably, 79% of Salesforce customers have reported improved customer service and 63% increased customer retention, showcasing that social CRM delivers real commercial benefits. It is true that people today have the power of social media to interact with peers and experts and get reviews about products and services, but with that power comes huge brand expectations. It’s time for businesses to take advantage of social CRM. How, you ask?
Appstrail’s new-age Salesforce CRM and business consulting services and expertise can help you take full advantage of social CRM. With bespoke strategies, you can unlock your business’s full potential with never-seen-before ROI.
