How to Implement Social Media CRM


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Do you know what social media is? Technically, it is any media that is distributed or circulated via social groups, where people interact socially. This can apply to blogging, micro-blogging, social network platforms, and the like. CRM, or customer relationship management, is maintaining customer relationships with a company. Marrying the two is an essential part of any company’s successful CRM plan today. Here are some ways in which to implement social media CRM right away.

Set the Plan
Sit down with your managers – IT, sales, customer service, and marketing –to discuss your options. Think about the image you want to project. Use this as a guide to direct any future movements in social media CRM implementation.

Choose a Platform
With so many social networking platforms available, which do you choose? Take a look at them and decide which is most well-suited for your business’ industry. Depending on the audience and the nature of your company, you will know which platform is the right choice.

Choose Your Friends Wisely
Think about the phrase “less is more.” While it can be impressive to have thousands of followers and friends, if those accounts are inactive, your business won’t see any benefits. Select friends and followers by thinking of the long-term.

You Can’t Please Everyone All of the Time
By joining a social network as part of your CRM strategy, you are setting yourself up to see, first-hand, bad reviews and criticism. While you shouldn’t take them personally, understand that they are bound to happen. Do not ignore them! Use them to improve your business’ standards and services. Address them publicly. Build your brand and gain the public’s trust.

Mind Your Manners
Always acknowledge loyal customers and good reviews. Say, “thank you” and pay attention. Reward your returning customers in anyway you can – special discounts, deals, samples. Even in business, a little kindness can go a long way.

Today, social media holds more significance than it ever has for both consumers and businesses. With such immediate outlets for their thoughts, consumers can share what they think and feel about a company, product, or service. Knowing these first-hand experiences can be an invaluable tool for business growth.


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