The Applications of Social CRM

The Applications of Social CRM

Social CRM is a means to end. Every company is satisfying a customer and the applications of Social CRM only allow company’s to achieve their objective in an informed manner. The primary applications of Social CRM are as follows:

-       Identify actual customer needs and wants and tailor the offerings of a company as per these needs and wants. This tailoring facilitates an increase in both the top line and bottom line figures of the company as well as creates more value for the customers.
-       Social CRM can be used for swift communication of additional offerings made by different company’s, thereby saving time and money from the introduction of such offerings to the actual consumer being aware about them. A corollary to this function is that customer who are not completely satisfied by offerings of company’s can communicate this dissatisfaction to the company, thereby allowing the company to comprehend the situation in a timely manner and take steps to retain its users.
-       A major merit of Social CRM is that company’s can take corrective action about any kind of negative publicity that they have been subjected to and make its users aware of these actions in very little time. This helps create a positive impression about the company in the minds of the users, which will only do the company good in the long run.

-       Allows firms to judge consumer reaction towards a particular event involving the company and helps the company decide the course of action to deal with the event. As an example, when a popular travel operators cruise ship sunk off the coast of Italy, the company identified from the social buzz that the customers were rightly perceiving it to be the captains fault and therefore they did not have to spend time and money protecting the company's name.

-       Feedback is an important process for any organization to comprehend the acceptability of its offerings. Social CRM can also be used to inform customers about future offerings of the company and gather customer response towards the same. This allows savings in time and money for the organization as the feedback generated can allow them to make additions or subtractions to their present and future products and services and offer it to customers in a way that they want it.
-       Every user has a certain influencer who or which convinces the actual consumer to adapt a product or service. Social CRM can identify these influencers and target them to boost the chances of winning increasing number of customers for their products and services.
-       Additionally, Social CRM can very conveniently be used as a substitute to traditional marketing techniques with the benefit of having greater coverage in a smaller period of time.
The primary applications of Social CRM have been explained above to allow users to better comprehend the advantages of this modern tool and use it to their advantage.
Along with offerings advantages from its very use, Social CRM has itself evolved into a well-defined business with multiple players competing to place their Social CRM software’s above that of their competitors. Some of the popular players in the market are Batchbook, Nimble, BlueCamroo, Insightly and GreenRope. All these softwares have one thing in common, they offers a single interface for its users to allow them to connect to their customer on multiple social media channels like facebook, linkedIn, twitter, etc. and also allow its users to detect any kind of buzz being generated about their products and services. This allows its users to use it towards achieving maximum results in a hassle free and organized manner.

Social CRM truly has made ‘doing business today’ more dynamic.