Move from Social Media to Social CRM

While many organizations are using social media, very few are following best practices for social CRM. Here are five ways to move beyond social media to build a successful social CRM practice:

1. Think strategy.Social CRM allows organizations to connect with the social customer on the customer’s terms, with more relevant and contextual interactions across the customer’s preferred channels of communication. The strategy is based on customer engagement and interactions.

2. Get technology support. Technology platforms will either help or hinder organizations as they work toward adopting social CRM strategies.

3. Put on your customer hat.Rather than pushing out marketing messages to customers, the idea is for companies to listen and collaborate with customers.

4. Take action. Monitoring the social Web for brand mentions is the most elementary of social media activities.

5. Change your culture. Unless your company makes the cultural and operational shifts to become a truly social organization, you’ll have lots of new data but won’t see a lasting return on your investment.

Read more details on how to move from social media to social CRM at destinationcrm.

 

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This entry was posted on Wednesday, September 5th, 2012 at 4:05 pm and is filed under Social@Scale: Social Media Manager. You can follow any comments to this entry through the RSS 2.0 feed. You can leave a comment, or trackback from your own site.

  • Murali Ravikanti

    Nice posting. And one more thing we have to remember that Social CRM is a long time process and we can deliver our message only for a regional customers only but by using social media we can expand to world wide customers also.

  • http://www.seoworks.com/ Christopher West

    I think its at #4 where many businesses fall short. I have seen negative comments on G+, Facebook etc that are never addressed and are thrown into the “maybe if I ignore it it will go away basket” – one thing to remember is: an unhappy customer can be turned into your best positive reviewer with the right customer service.


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