Social CRM Agency
How much do you know about your customer?
You may know their name, email address or perhaps a phone number from their last visit to your store or your website. Is the information enough for you to effectively reach out and re-engage them or better yet entice and bring in new potential customers? Improving your marketing strategy and promotion campaigns is the obvious solution, but the more apparent question that needs to be answered is… “Who, exactly are you marketing to?”
What is Social CRM in Hong Kong
The traditional CRM (Customer Relationship Management) is a methodology to which marketers manage, engage, and analyse its own past, current and potential customers. There used to be just a handful of communication channels brands can reach out to customers: email, television, SEO/SEM, even YouTube Ads. But for the past decade with technological advancements and the rise of social media, the average person now spends three hours on social media each day, excluding work related communications that is almost half of one’s leisure time per day. We hold “dual identities” and live two different lives, online & offline.
Brands may know about our offline selves when we visit their store, speak to their sales representatives, join their membership program (CRM Hong Kong), but do they know our online selves? Our lives are deeply interconnected with social media and the web, we rely on these platforms to provide us with entertainment, communication, and with E-commerce enabled: ways to make purchases all without speaking to an actual person. The concept of Social CRM is to amalgamate our online presence and digital footprints with the approach of a traditional CRM, giving your business clarity to help devise marketing campaigns that are more precise and effective. Our CRM agency strategist at PRIZM will assist you in this transition, customizing a digital solution from the technical and marketing perspective that helps your business connect to more customers, automate processes, and improve profitability.
Establishing a Foundation to Effectively Collect Data
Social CRM serves as a place to gather and process audience’s interaction from different social media channels. Databases store the history and audience profiles while the SCRM provides a “middle layer” to conduct analysis and real-time feedback. With data as the core of a social CRM, do you know what data you are supposed to collect? Are you setup to begin the collection process?
As a professional CRM agency, we provide a tangible approach to help individual businesses expand or rearrange their internal IT architecture to be compatible with social inputs. The foremost step is to begin with existing customers and enable social linkage between their previous profiles with their social identities. This will provide a basic anchoring module to allow the usage of Social Media tracking codes. The next step involves adding newly labelled social attributions to each customer.
With our expertise in developing countless SCRM structures, PRIZM CRM Hong Kong team will devise an actionable plan to expand your current database in a systematized method providing the flexibility to incorporate industry specific customer interactions.
Single Customer View & Implementation
If data is the core in social CRM, then the insight is the essence. A single customer view is the concept of providing a complete overview of a customer’s demographic, interactions, behaviours, and preferences with a brand. Analytics is what makes the data become actionable. Our in-house data team will support our clients to process and formulate RFM models, statistical correlations, to sales funnel assessment and highlight key intelligence to implement in your business and marketing campaigns.
“Know them to hold them”, the more you know about your audience the more accurate you can be when engaging, triggering, and calling them to convert. The opportunities are limitless, with our expertise as a CRM agency Hong Kong, our capabilities to deliver real-time feedback and optimization to leveraging predictive models to estimate the entirety of a customer’s lifecycle, and enhanced lookalike audience discovery for potential customers. The next step is to incorporate marketing tactics that employ these understanding and turn it into conversions. The information from the SCRM allows you to peer into the daily lives of potential customers and a better perspective of the customer journey. Now you can truly engage them at the right time with the right message.
