It is no longer about growing your CRM database, but connecting it. By accumulating data through social media, we can build a clearer picture of each member in your CRM. Social CRM serves as a place to gather and process audience’s interaction from different social media channels. The members that are part of your current CRM is only a small portion of the bigger universe. The aim is to extend reach to integrate potential audiences from the ever-expanding social landscape.
What is Social CRM
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.
Effective Data Collection with Robust Foundation
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.