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Influence Of Social Media On Customer Relationship Management

Published on 14 July 14
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Whatever business you do, eventually everything boils down to customer gratification. Businesses can grow and clients can be appeased only when you device ways and means of reaching out to them, understanding their needs, touching their lives and making a difference.

Customer relation management has grown and flourished based on this concept, and every marketer swears by it. However, there is a marked transition in the customer behavior and hence with the changing landscapes it is very essential for marketers to adopt and develop their CRM approach.

Understanding CRM

Customer Relationship Management at Hi-Tech ITO, covers a wide range of applications that are aimed at enabling businesses collect and manage customer information, interact with customers, automate sales and also efficiently manage client support and marketing, thus building better customer relations.

Now, here the most crucial part is collection of customer information, this information includes identifying your potential clients, identifying what your customers think about your brand/product, what they are discussing about you and your particular niche, etc. Evaluating these metrics and finally braining in the change that will help you achieve your business goals is the essence of CRM.

Now the question here is that - how does social media come into the picture? As mentioned earlier there is a marked transition in the customer behavior, and this is due to - The Social Media Influence

Social Media Outreach

Social Media channels like Twitter, Facebook, YouTube, Google Plus etc have taken the virtual world by a storm, and millions of users are connected via such platforms. According to a recent survey, more than 60% of userâs converse with brands on these social platforms. Each day, more than 500 million tweets are posted by twitter users across the world.

Before buying products like a smart phone or a camera, people are increasingly interacting with friends on Facebook for reviews and suggestions, and are also prompt to share reviews of random products ranging right from a nail enamel brand, a local restaurant, an online eCommerce store to a hi-end branded gadget. Going by these stats, it is apparent that tapping the potential of social media can transform the way you manage your customer relations.

Social Media Inspired CRM

Companies need to work on improving their social media outreach, and social listening skills. This helps them understand the customer sentiments, collect behavioral data of potential customers, and get an insight into the competitorâs products/brand. Businesses can base their CRM strategies, on the information collected from social media platforms and can hence meet the expectations of their customers, and outdo their competitors in an ever evolving marketplace.

Tapping the Potential

Now that you know, how much potential these social media sites carry, - take advantage. Make your presence felt across these platforms. Be responsive and set up conversations with consumers. Convey it to your existing and potential clients that you are care. Listen to your customers and be prompt in extending support.

The awareness quotient of consumers is rising and so are their expectations. In order to grow your business and generate a goodwill and reputation for your brand, you will have to satisfy the potential stake holders. Polishing your CRM strategies and using the latest platforms like twitter, Facebook, YouTube and many more for communicating and extending support to your customers, will instill in them, a sense of trust in your brand, and bring you a loyal customer base.

About Author

Chirag Shivalker has been a highly-focused self-starter & is accustomed to fast pace, tight deadlines and multiple assignments. His diverse, professional and personal background & experience of helps him understand the issues that challenge and drive, companyâs talented writing and editing team members.
This blog is listed under Development & Implementations , Enterprise Applications and Mobility Community

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