In the end, customer relationship management has to be thought of holistically. A good CRM strategy aligns the goals of marketing, sales, and customer service.
By incorporating social media into your CRM at all stages of the customer journey, you can increase brand awareness, boost new and repeat sales, prevent negative publicity, and ensure your customers have the support they need when they need it.
Of course, the specifics will vary from business to business and industry to industry. The first step is to understand exactly where your customers spend their time online. That way, you can direct your social media efforts to the right channel and focus on meeting your customers where they already are.
Equipped with an understanding of what social CRM is and why it’s important, any business can leverage its social media assets to deliver better customer relationships. Why don’t you explore some of the tools discussed here and find out how your business could benefit?
Gerard D’Onofrio – Country Manager, Australia, Dialpad
Gerard D’Onofrio is the Country Manager for Dialpad Australia, an AI-equipped business communications solutions platform for better communications at work. Gerard is experienced in discovering world-class developments and turning them into effective business advancements, wherever he goes. Here is his LinkedIn.
Special thanks to our friends at Kustomer for their insights on this topic.
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