From Social Media to Social CRM
People are spending more time on social networks than ever before. Nearly 4 in 5 people on the web visit social networks and blogs. With this trend, you have likely heard the following: “We need more followers on Twitter,” or, possibly, “Our sales director wants more Likes on Facebook.”
Social media is a channel, not a strategy. Twitter, Facebook, and other platforms should not be used simply because they exist. Rather, their use should be dictated by business sense. Does using the channel solve a problem or provide some other value?
Success in social media is not just about gaining followers or “Likes.” Instead, you need to track how many followers buy your products or subscribe to your services. As management consultant Peter Drucker wrote, “There is only one valid purpose for a business and that is to create a customer… The customer is the foundation of a business and keeps it in existence.”
Mental Marketing helps clients successfully leverage social media by creating and managing a complete social customer relationship management (social CRM} strategy. In other words, we help brands navigate and manage the customer experience across their enterprise. This involves a range of integrated services that include:
- Social Media Strategy, Design and Implementation
- Community Management
- Data Monitoring and Analysis
- Campaigns and Contesting
- Consulting and Training
- Audience Acquisition, Engagement and Advocacy
- Creative Content Production
With social CRM, organizations can listen to conversations in real time to develop a clearer sense of customer preferences, sentiment, and opinions; engage customers on their terms for a more personalized experience; and use a customer’s trusted peer network to develop new business opportunities.
Even if your organization is active in social media, you may not be following the best-practices for social CRM.
Get the Five Steps Toward Social CRM
Our social media “grey matter” team offers five ways to move beyond merely using social media to building a successful social CRM practice.
For these five steps <contact us today>