Social CRM
Social CRM
Social CRM (Customer Relationship Management) is the use of
social media services, techniques and technology to enable
organisations to engage with their customers. Social CRM was
formerly known as "CRM 2.0". Social CRM is often used as a synonym
for Social Media Monitoring, where organisations watch services
like Facebook, Twitter and Linked In. Social CRM is the
convergence of social technologies with CRM processes and
technology, and organisations today are looking for ways to
leverage social technologies to deliver improved business results
and customer satisfaction. Modern CRM systems like Microsoft
CRM have add-ons that allow companies to track and store
information regarding customers through mediums such as social
media.
Demo of Social CRM for Microsoft CRM.
Used effectively, social networking sites can enable marketing
professionals, salespeople, and customer service agents to develop
meaningful relationships with customers in new ways. But the true
value from social networking can't be achieved in isolation.
Rather, organisations need to take stock of their core business
processes and customer management initiatives and identify how
social networking can further enhance and extend those
initiatives.
Social CRM helps users to:
- Search for prospects and list building: Build and import
targeted prospect lists to find the right prospects at the right
time. Search by location, revenue, employees, industry, title, and
even recent trigger events.
- Social CRM can help with lead qualification and data
enrichment. It allows you to qualify and enrich your sales leads
quickly. The information can be delivers sales intelligence
directly into your Accounts, Leads, and Contacts records.
- Social CRM allows for improved sales collaboration and sharing:
Share key selling trigger events and sales opportunities via
LinkedIn, Twitter, Facebook, and Email. Get your sales team,
marketing, and executives to collaborate on key sales deals.
Perhaps the biggest benefactor of social networking is the
marketer. Social networking provides marketing organisations with
new insights into their brand, innovative ways to execute and track
grass-roots marketing programs, and new methods to turn fragmented
online conversations into actionable insights. To do so, though,
organisations will need ways to monitor, understand, and
participate effectively in those conversations and leverage them in
conjunction with existing marketing programs and processes.
An example of a social crm application is the Social Networking
Accelerator for Microsoft Dynamics CRM. Accelerators for Microsoft
Dynamics CRM are add-on modules developed to address specific
business needs. The Social Networking Accelerator allows Microsoft
Dynamics CRM users to discover online conversations, identify
influential people, and engage with them on social networking sites
using their customer system of record-Microsoft Dynamics
CRM. Additionally, the Social Networking Accelerator for
Microsoft Dynamics CRM includes the same easy-to-use
interface and industry leading analytics that allow organizations
not only to capture data but also make sense of it. With the Social
Networking Accelerator for Microsoft Dynamics CRM, marketing
professionals can identify their most influential advocates
and better manage the brand. Sales professionals can discover new
leads and zero in on key data points, and customer service
agents can proactively identify and address issues.