As a business owner, you want your customers to know who you are and why they should trust you. Social media platforms give you that opportunity to connect with your customers, personify your brand and solidify customer relationship. Social engagement has become an integral part of maintaining brand name and building long-lasting customer relationships. But there has been a paradigm shift in the way social media can be used by businesses. Rather than social media being used as a space for delivering brand’s marketing messages, it has become a meaningful point of engagement and a powerful way to manage customer relations – which is now known as ‘Social CRM.’
Social customer relationship management (CRM) means using social media technology to engage with customers and manage brand-customer relationship. If you’re leveraging the social platforms to just communicate with customers, then it’s time to reinvent your social strategies & use social CRM strategy. Here’s how you can do it in three steps:
Social CRM is not a new concept that has replaced the traditional CRM process, it is an evolution of the CRM and extension of social media management strategy. To build loyal customers on social media, you have no choice but to become a social brand. To make your brand social, use social CRM strategy, and not the CRM process.
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