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Five ways that social media affects CRM
The term social media refers to media that is created to be shared freely through social interaction. Social media is a catalyst for opportunities in business and also the reason why social CRM is increasing in popularity.
Five ways in which social media effects CRM:
1. Access to a widespread audience
Social media is taking over every aspect of our lives. People are eager to discuss anything and everything and social media provides the space to do just that. Social CRM allows businesses to reach out to millions of people who are actively participating in discussions and vocalizing their opinions. Businesses can also use social media tools to connect with customers to sell their products and services. Businesses are leaving no stone unturned when it comes to capturing a captive audience, and using Social CRM tools to do so.
2. Rapid advertisement
Through use of social media, customers can advertise events and links for companies to the online communities they participate in. For businesses, this would mean marketing at lightning speed. When one member of a group joins a community initiated by a business, their social connections are immediately notified. This action results in rapid advertisement for the company or brand. Social media is like word of mouth, but amplified.
3. Increasing communication with customers
Social media also affects CRM by increasing communication between businesses and their customers. An active online presence in social media is important for companies, as is an active engagement with customers. By using social media tools, companies can facilitate conversation with customers solidify relationships. Companies can also use the conversations to make changes based on customer feedback, thereby creating a better, stronger product.
4. Using Social CRM to collect customer information
Popular social media sites like Facebook and Twitter are extending their reach to users around the world. Information about a widespread audience is now available to businesses as a result of social media tools. Companies are realizing the value of social CRM as an information mine. As a business, it is beneficial to learn as much as you can about your customers in order to optimize your marketing strategy. Now that social media sites have a global reach, you can extend your customer base and understand the needs of clients around the world.
5. Social media- an open platform for discussions
The advantage of using social media is that it provides a single platform for people to express their views and vent their frustrations. As a business you benefit tremendously from social media discussions that are centered around your brand. Social CRM enables you to keep track of what your customers think about you and your competitors. Another important benefit of using social CRM tools is the building of brand familiarity. When one member in a social media site is linked to a brand, the other members are instantly introduced to this new brand, and this is where you begin to gain trust of potential buyers.
Social CRM is an excellent way to connect with existing customers, attract new buyers, and build lasting relationships.
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