Social CRM Software

Social CRM is a process to monitor, engage in, and manage conversations and relationships with existing and prospective customers and influencers across the Internet, social networks, and digital channels. Social CRM isn’t meant to replace traditional CRM software, but rather, to supplement existing CRM processes. Social CRM software helps businesses engage communities and foster the creation of highly targeted content that is designed to start conversations and social experiences that build stronger relationships with customers.

Social CRM software uses analytics to pull data from social media platforms to help businesses gain a better understanding of their customers’ behaviors and preferences.

Social CRM is typically deployed through the cloud and enables users to manage, monitor, and track what their customers are saying and doing across social media channels.

Social CRM software is provided in two basic solution models: integrative modules offered by CRM vendors with functionality that ranges from simple to complex community management, and standalone products offered by social CRM vendors that are designed specifically for community management and engagement.

Both platforms are effective, and selection should be made based on specific business needs.

What to Look for When Choosing a Social CRM Solution
Social CRM software can be a valuable tool to help you enhance the customer experience by leveraging the power of social channels. Features can vary greatly, but components of social CRM software typically include:

• Brand Monitoring. Social CRM solutions will track conversations regarding your brand, business, or specific products. This can take the form of sentiment tracking on third-party sites (like blogs and reviews) or internal contributions and even opinions expressed in customer service/support calls.
• Social Media Platforms. It wouldn’t be considered social CRM without the ability to access and contribute to social media platforms like Twitter and Facebook from within the solution itself.
• Community Support. Your social CRM solution should allow you to create and manage customer communities from within the platform.
• Social CRM Analytics. In addition to providing reporting capabilities on popular content, search keywords, and navigation paths, many social CRM software solutions will offer sentiment and behavioral analysis and will also monitor customer interactions within your business’ online communities.

Social CRM offers many benefits that can help strengthen your company’s competitive positioning, profitability, and customer retention. Social CRM will enable your business to take advantage of traditional CRM features, while also enabling you to access and analyze consumer conversations across social platforms.

• Sales teams can gain greater insight into leads and customers by mining social media data.
• Marketing departments will have a greater understanding of the sentiment, behavior, and effectiveness of marketing outreach and campaigns through conversation monitoring.
• Social CRM allows businesses to foster and build communities with their customers, and these communities can then be leveraged by product development teams to create effective applications.
• Support staff can respond to customer difficulties more quickly — sometimes reaching out to the customer before they file their issues.
•  Social CRM platforms are cost-effective solutions that can be used by businesses of all sizes.