Is your current Customer Relationship Management process inefficient?
A fine-tuned social customer service strategy increases customer engagement.
In this article I’ll share four easy steps for developing a social CRM strategy.
Why a Social Media CRM Strategy?
Just about everybody uses social media in their daily lives. Why not use those online gathering places as an outlet for customer service?
Are you wondering what social CRM is and how your business can benefit from it?
To learn how social CRM can help marketers, I interview Kyle Lacy for this episode of the Social Media Marketing podcast.
More About This Show
The Social Media Marketing podcast is a show from Social Media Examiner.
It’s designed to help busy marketers and business owners discover what works with social media marketing.
The show format is on-demand talk radio (also known as podcasting).
In this episode, I interview Kyle Lacy, director of global content marketing and research at Salesforce ExactTarget Marketing Cloud. He’s authored numerous books, including Twitter Marketing for Dummies and Social CRM for Dummies.
Kyle shares why social CRM is important for marketers.
You’ll discover some of the best CRM solutions available, what their basic functions are and how social CRM can help with social media ROI.
Share your feedback, read the show notes and get the links mentioned in this episode below!
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Are you looking for simple, straightforward metrics to measure the impact of your social media efforts?
Social networks and blogs continue to dominate Americans’ time online (accounting for nearly a quarter of total time spent on the Internet) according to a recent Nielsen report on social media, .
While we all know how important it is to market through the various social networks, it is vital to track and measure your efforts for success.
Here are five simple metrics to find out whether your social media effort is paying dividends.
#1: Examine Referring Traffic
Under the Traffic Sources tab, click on Referring Sites and then type in your social network of choice to see how much traffic is being referred. Set up goals based on the actions you want your visitors to complete.
As Jeremiah Owyang states, “as internal and external demands mount, companies become mostly reactive, relegating themselves to a ‘Social Media Help Desk’.”
With strategy, planning and communication you can ensure that your company won’t be caught off guard. If the day hasn’t come yet when your social media team is thrust into fielding customer-service problems, it’s fair to say that it’s just a matter of time before they will be.
In this post, the seventh installment in the A-Z guides published here on Social Media Examiner, I’ll discuss the importance of developing an integrated social media and customer relationship management program for your company.
This is not a post about social media marketing. I’m not here to give you hints on how to increase your friends, fans and followers.
Nor will I say that it’s time for your business to “join the conversation” and I promise not to overuse the word transparency either.
I believe that most brands (large and small) get it.
Friends, fans and followers are important, yes. And brands increase their social equity by engaging in two-way dialogue with their constituency, yes. And transparency is key to these external engagements, yes.
Here are some important points to consider when thinking about social CRM.
- Social CRM is first a strategy that is often supported by various tools and technologies. The strategy is based around customer engagement and interactions, with transactions being a byproduct.
Plus, she looks at the Wibiya social toolbar and how it can create social buzz for your business. Then Mari shares insights into three social CRM tools and how they can have a big impact on your business networking.
Share your feedback, see the show notes and discover how you can be part of a future show below!
Are you too Twitter-obsessed in your social media approach?
Twitter’s role as a Magic 8 Ball for our shared culture is unrivaled, and it has almost single-handedly ushered in the era of real-time search and social customer relationship management.
But Twitter is the online equivalent of HBO – important more because of who uses it and the media’s infatuation with it, rather than the actual size and impact of its audience.
Don’t get me wrong. I advocate participating in Twitter, and I’ve certainly grown my own audience via that channel. Twitter indeed should be part of almost every company’s social media tool kit. (See the great post here on how to methodically grow a Twitter following.)
However, Twitter alone does not constitute social media, and you’d think it does given all the disproportionate attention being paid to it at conferences and in trade publications. Let me provide seven reasons why you shouldn’t focus solely on Twitter…