5 tips on how to listen to your customers | SCRM Marketing | Social CRM strategy

 SCRM Marketing

SCRM Marketing, Social crm is also commonly referred to as SCRM (Social Customer relationship management). Today I would like to draw your attention to 5 tips, which I discovered through social media and how we have an impact of social media on customer relationship management.

Customers are becoming more and more informed, networking with one another and exchanging information about companies, products and services. 

Many companies are  to establish relationships with their customers via the social web, which offer SCRM marketing, sales, services and problem solutions via Twitter and Facebook, via companies such as Mercedes Benz or Lufthansa , which offer service information as well as entertaining and interesting Publish information from the company in order to bind your customers and fans to the brand, up to new customer acquisition and special offers that are offered via social web channels. The special thing is always: The customer voluntarily decides to receive the information, to accept offers and to distribute the content in his peer groups.

If you and your company open such channels, listen to your customers and use the feedback to implement what is worth implementing, you can recognise customer wishes more clearly, respond to them more specifically, receive valuable market research information and can win customers as brand ambassadors for your company's success.

The 5 tips for a successful social CRM/ SCRM Marketing:

1. Think strategically

why do e marketers see social media as an important aspect of crm? SocialCRM is at the heart of problem solving, which enables you to find customers, develop and fulfill services, and retain or win customers back through individual service. You can reach the connected customer on his terms - at eye level with relevant interactions on the channels that the customer uses voluntarily. The strategy should aim to get your customers to take action and interact with your company.

List the challenges your company is currently facing and ask yourself whether and how social CRM can solve these challenges.

2. Get technical support

Without the technology that helps companies to work better together with connected customers, a meaningful social media strategy cannot be implemented.

Talk to your CRM implementation partner about the possibilities for using social CRM.

Start recording your customers' web data regardless of the technical implementation. Ask Linked-In, Twitter, Facebook and the like. Profiles of your customers in order to use them later in your social CRM strategy.

3. Look through the customer's glasses more often

What does your customer really want? Instead of randomly “blowing out” marketing and sales information, use Social CRM to work with your customers. Your customers will be happy if you take them seriously and solve problems together with them.

Find out which of your existing contacts on Twitter, Facebook etc. are real customers. Maintain this data as mentioned in Tip 2 and respond in particular to questions, concerns and suggestions from customers who are already connected.

4. Listen and take action

What does this ominous “listening” actually mean in the social web? Set up a monitoring system for all mentions of your company and your brands that take place on the web. You build your social CRM strategy on the basis of information that can be quantified. Which topics are particularly common? What criteria do you use to determine which conversations on the web are particularly relevant or need urgent attention? Evaluate the determined data qualitatively according to positive, neutral and negative in order to get a picture of the mood and to be able to determine long-term changes in the mood.

First use free SCRM marketing monitoring tools like bsw. Google alerts or Twitter searches to get a real-time image of the current information situation, on the basis of which you can further expand your CRM system.

Record every new contact that registers in your social web channels in the CRM and create your long-term database.

5. Adapt your corporate culture to social CRM

The best and most up-to-date database can only be of use to you if your company's employees know how to handle this data. Build a culture in your company that encourages and empowers employees to interact with customers through social web channels.

Find out who is already social media-savvy in your company and who can support you in building a social CRM culture through competence in dealing with the web. Motivate these employees to act as communicators for your company.

Help all employees to understand through social web guidelines how they can use this type of communication correctly for your company.

Conclusion: Include social CRM / SCRM in your corporate culture

It's not about solving the same problems over and over again through new channels. Use the resulting basis of data, feedback and contacts to put customers in a sustainable position to recognise questions that have already been answered and in turn to be able to help other customers.

Social CRM / SCRM MARKETING is not a question of the channels, tools and methods used. Rather, it is about getting everyone in the company excited about the sensible use of social CRM to actively use these tools and develop them further.

Conclude this article: SocialCRM is a new way of doing business with connected and well-informed customers.

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