As we have mentioned before, by Social CRM, we mean a way to manage client or consumer relations by using social media. It is, however, a much more ample concept, and today in this article, we would like to go deeper into the notion of Social CRM, and go over a few key points.
Everything you need to know about Social CRM
- It lets you get to know your clients better. First of all, it is important to point out that Social CRM lets a company or brand get ahold of more knowledge concerning their clients. Thanks to social media, we have all but endless amounts of priceless information – not only their age, gender or location, but also social data such as their tastes, interests, personal preferences, etc.
- The value of inferred data. In fact, it is the latter, the information we acquire on tastes and preferences, that are most interesting for us. When dealing with Social CRM, it is important to know that there are two different kinds of data: declared data (information that users fill in on their profiles, such as age, gender or nationality) and inferred data (semantic results which we can deduce given their social behavior), in which we include preferences and personal taste. For example, we know that a user is interested in sports if they have liked several different sports teams’ pages on Facebook, if they participate in groups about basketball games or if they have shared or retweeted relevant sports news. This data is clearly extremely valuable, and very hard to obtain in any other way.
- Different data sources. It is also important to realize that not only social media can provide us with the necessary data for our Social CRM strategies. In order to develop a complete strategy, it is important to integrate data from several different sources. In this sense, our data should come, as well as from social media, from social logins on websites, from e-commerce, customer service, mobile apps, surveys, gamification, etc.
- Be sure to keep it legal! To be able to use all the information we collect from social media and other sources to create a successful Social CRM strategy, it is essential to guarantee that we are following any and all legal conditions and laws established in Data Protection Laws. Using a good Social CRM platform can help us make sure we have all of this covered.
- Behavioral Patterns. Thanks to the analysis of all of this data and to our Social CRM, we can obtain the behavioral patterns of our clients and users. This information tells us how they react at any given moment, what their responses will be to certain triggers, and much more. This is evidently extremely valuable information to any brand or company, as it can serve as a guide for our commercial policies, product launches, etc.
- Personalized strategies. Due to all the information we have access to, Social CRM is an ideal tool to use in order to offer our clients personalized strategies based on their preferences or needs.
- Client Loyalty. Precisely given the ability to design personalized strategies, Social CRM also becomes very useful in developing Client Loyalty Strategies. It gives us the chance to offer each client exactly what they want and what they need, based on the information we have on them. It’s almost like making a custom tailored suit!
Well that’s all for now, but stay tuned for a¡our next article! And if you have any questions or doubts in the meantime, we are more than happy to help!