In the digital age today, consumers have access to anything and everything in real time. This proves a powerful took for customers and their expectations are at the highest, putting pressure on the brands they like to better understand and cater to them. The best tool to control customer behavior for a company is a customer relationship management (CRM) system. These systems help companies know their customers through interaction, purchase history, and predictive trends. With social media being an invaluable tool for information. connecting social platforms with CRM should be a priority. Social CRM integrates your brand’s social media presence and campaigns into your existing CRM system. An interesting article on Innovation & Tech Today provides 4 powerful reasons why your business should have a social CRM strategy in place.
Damage Control. “With a reliable CRM in place, you can promptly respond to customer complaints before the situation gets out of hand. Keeping track of negative comments and criticism can help your brand make improvements and meet the customer’s expectations.”
Predict Trends and Increase Marketing ROI. “The modern-day customer knows the kind of product they want in the future. With social CRM, you can predict the customer’s future needs based on their web-behavior. That way, it becomes much easier to create goods and services based on what your consumers may expect in the future.”
Today’s business is all about understanding the customer. With social media being a main platform for consumer behavior, it’s critical to put a social CRM plan in place with your existing system.