tlsmove
Please provide a response to below: Topic 2 …
Please provide a response to below:
Topic 2
According to Salesforce (2023), social CRM “simply adds a social dimension to the way you think about customers and your relationship with them.” Social CRM can pinpoint to the relevant conversations that a company needs to address when their customers are engaging with them on various social media platforms. Even more than traditional means, social CRM gives the brand a level of access after integrating that gives insight plus the ability to use social tools to communicate internally. There are available tools, metrics, and dashboards that can be used to monitor, track, and benchmark.
With social CRM, there is no losing site of customer issues no matter what platform they use, a direct response to each customer can be tailored, and there is no forcing them to use a platform that works for the company and not them. Customers can engage with their platform of choice because CRM tools place them “right at the heart of the organization”, and without compromising the ability to track and manage communication on a global scale. This also offers a broad overview of the brand’s reach and a granular, detailed view of each customer interaction (Salesforce, 2023).
In order to ensure successful social CRM strategy, CompanyOne should be engaged in all social media platforms and have a verified status in order for their customers to be use that they are interacting with the legitimate company. Interact and engage with customers in real time, monitor social media for complaints and resolve issues quickly, talk to each other internally so that customers get the best help, and find and reward brand advocates and customers who help other. This will increase Company One’s goodwill in the public and on social platforms.
Social CRM is a great way of doing business as there is immediate impact not only to the business but for the customers as well. Since this is still a relatively new way of marketing for most established brands, they will often miss the mark in helping companies increase revenues because they are too often used for inspection to report on progress, improve accuracy of forecasts, and provide a range of other business intelligence. Trying to identify too many objectives from the social data dilutes it and provides inaccurate outcomes.
Challenges can range from having CRM that is too easy or confusing to navigate, expecting the staff to integrate seamlessly, inconsistent data field which leads to more spreadsheets (Glover, 2018). The goal is to focus on people, having a new system that is underutilized, and outright rejected by internal teams due to lack of education and involvement with it would cause it to fail. Only taking one view of the business is also not productive. For CRM to work, a high-level view of CRM is required and focusing on increasing visibility of data especially across teams and departments. Tackling one issue at a time, it cannot solve everything in one implementation (Frankfurt, 2021).
Salesforce. (2023). Social CRM – joining the dots for happier customers. www.salesforce.com. https://www.salesforce.com/in/learning-centre/crm/social-crm/
Glover, S. (2018, June 18). The Issue Isn’t the CRM, It’s You. www.barrons.com. https://www.barrons.com/articles/the-issue-isnt-the-crm-its-you-1529340310
Frankfurt , T. (2021, September 7). Www.forbes.com. The Opportunities And Challenges When Getting Started With A CRM. https://www.forbes.com/sites/forbestechcouncil/2021/09/07/the-opportunities-and-challenges-when-getting-started-with-a-crm/?sh=a63abcf706ca
