CRM, or customer relationship management, goes far beyond simply dealing with customer disputes and grievances. Customer relationship management also has to do with the way your company is received by your customers. In the era of social media and instant connectivity – not to mention global exposure – more and more businesses are becoming like live flesh and blood friends to customers. When it comes down to it, customer relationship management is not only about having good customer service – it is also about creating brand loyalty. Customer relationship management is also about creating a connection to customers that can create a solid base for marketing solutions. Here are five social CRM tactics for online businesses.
- Introduce the man behind the curtain. In today’s social media climate, nothing is secret and there is no curtain. Even the CEOs and business leaders behind many of the social media platforms are coming out from behind the mask. What does this mean for your business? It means that you need to have more visibility. It means that you should make your business’ CEO, owner or founder visible and accessible on social media. Having this kind of accessibility can build a brand new kind of trust among customers.
- Offer deals. Another strategy that can work wonders is to offer incredible social media only deals. For instance, you can send out a status update that your business is selling a certain product for a discount – for only a certain amount of time. Not only can this drive up activity, it is also a great way to connect with customers. Also, it is an incredible way to grow followers or friends on your social media page.
- Segment your marketing initiatives. You can segment and breakdown your marketing initiatives by using unique software platforms to see where your social CRM plan is going. You can usually find software platforms by looking through software databases or directories. When it comes down to it, there are many brilliant directories reviews online. Breaking down your marketing initiatives is also important, because you want to be able to tailor and customize your marketing initiatives per certain demographics.
- Be as transparent as possible. When it comes down to it, there should be someone managing and updating your business’ social media presence at all times. Being almost omnipresent in the social media sphere is important, but only if you have a sense of visibility. People these days want to know exactly what is going on inside a company. So, creating a glass wall of sorts may be a vital way to strengthen your CRM plan.
- Create social tools that your customers can use. Sometimes the best way to strengthen your CRM plan and to create strategies that bear results is to give your customers a sense of power. Creating applications is a great way to do this. Not only can it make it easier and more convenient for customers to connect with your business, but it can also make it easier for your customers to share knowledge of your business with other people. At the end of the day, a strategy is the most successful if its results are exponential.