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The Benefits of a Social CRM

Garratt Wooton
Garratt Wootton
Business Development Manager
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If you think social media interactions are only important for the social media team, you would be wildly incorrect. In today’s landscape, social CRM, or social customer relationship management is an expected component of a business - one that trickles down to every facet in the company

Social media interactions often turn into viable leads. So, if you’re still dismissive of these modern-day digital gatherings, consider the following benefits:

Is 1 billion people a large enough audience for you? How about closer to four?

As of January, of this year, there are 3.96 billion social media users spending a minimum of 95 minutes per day on social apps. Another stat states that the Gen Z spends up to 10.2 hours daily on social media - that’s nearly half a day!

For 93% of global marketers, Facebook still holds the number one spot for marketing and advertising and is responsible for 25% of all digital ad sales. Instagram holds one of the highest engagement rates for businesses, with 81% of their 500 million daily active members perusing  business pages. Finally, over on LinkedIn, ad sales recently reached over $1Billion.

And we haven’t even touched on the power of Tik Tok, Twitch, or Reddit, let alone anything related to Web3!  

Ignoring the fact that many of our customers are on social media is a big no-no. But it also takes skill, sometimes a team, sometimes a large investment, and often, a system in place to maximize the benefits of a social audience for our specific business needs. That’s where social CRM comes in. 

Two reasons why you should consider social CRM

The most common use of social CRM is the integration of your social media data with a pre-existing Customer Relationship Management (CRM) strategy and platform. That means using a tool such as Salesforce or HubSpot and adding on a social media management component.

This is ideal for two reasons: 

  1. It will be added to the same pool of data as other departments, providing both depth and breadth to your customer behaviour insights.

     

  2. This access to information means that everyone in the company will be aligned on the same strategy, allowing for rapid adaptability and diverse avenues for growth, “The best CRM systems are able to take this dynamic customer profile and put it to good use by disseminating that information across different teams, including customer service, marketing and sales.”

How it pulls in customer data?

There are many avenues and methods for monitoring your customers and prospects on social media, but here’s the abridged version of how a social CRM can find and acquire key information: 

  • Traffic Monitoring. This is done in real-time so that you can see how those conversions are playing out.

  • Social listening. Aka brand mentions, who is talking about you positively or negatively? What lowkey conversations are you missing? Sweeping the web for mentions is a great way to open new lines of communication.
     
  • Data consolidation. Allows your teams to move beyond customer profiles to being on the very pulse of customer action. 

  • Reputation management. It’s easy to get cancelled in today’s world, so having a wealth of customer data can help you adapt and maintain your brand image accordingly.
     
  • Increase sales. A good social CRM will elevate your customer-vendor relationship from a monologue to a dialogue, meaning higher engagement and conversions. 

  • Social selling. Did you know people shop directly through company social media pages? That could be you, too.

Does it align with Sitefinity?

Of course! The way it works with Sitefinity is typically through Salesforce or HubSpot, two of the best and most compatible CRM platforms on the market. 

Learn more about the different options from Salesforce here. For more information on Flywheel reach out through our website or follow us on LinkedIn and connect with the Garratt for more insights.

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