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.
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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.
One of the reasons measuring the return on investment (ROI) of social media has sparked so many discussions is because it’s not easy. The main barrier to end-to-end measurement is the lack of a true social customer relationship management (CRM) solution.
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…