Social CRM- An investment worth making

We are all avid users of social media. Everyone today is using at least one social media platform be it Facebook, Twitter or LinkedIn, etc to stay connected. With the sharp increase in e-commerce and online shopping, customers tend to do their own online research about brands that they are interested in. They are part of online forums or communities where they give reviews and discuss the pros and cons of each new product that is launched in the market. A wealth of information is being generated every second on these social media platforms that call for businesses to harness this information to gain detailed insights about customers. But how exactly can businesses leverage this ‘sea of information’? The answer lies in Social CRM. Don’t panic… We will explore the concept in detail today.

What is Social CRM?

There are dozens of definitions that you will come across when searching about social CRM but the one that best describes it in a clear and concise manner is as follows:

“Social CRM is a phrase used to describe the addition of a social element in traditional CRM processes. Social CRM builds upon CRM by leveraging a social element that enables a business to connect customer conversations and relationships from social networking sites into the CRM process. “ (Webopedia)

CRM and role of Social Media

The need to connect your CRM with social media has become more important than ever. Since customers now live online, it has become the best medium to connect and interact with them no matter where they are located in the world. Just like customers prefer to communicate with their friends and relatives online, they are also eager to interact with brands. Almost every business has diverse social media channels to make its presence felt online. All they need to do is integrate their CRM system with these channels to reach out to more customers in less time and start building extraordinary customer relationships.

What can Social CRM do for your business?

1. Accelerate the sales cycle

2. Maximize marketing ROI

This will result in enhanced productivity, optimal allocation of the company’s resources and bring the desired ROI.

3. Work as a team

With Social CRM, every team is it marketing, sales or customer support can now stay updated by having access to real-time data related to a customer’s profile.

4. Get real-time updates

5. Social Media Analytics

6. Brand monitoring

7. Gather competitive intelligence

8. Predict the future

Today, customers having access to vast amounts of data know what kind of product they would like to buy in the future and that is reflected in their online activity. Social CRM will give you the ability to look into the future and develop products that customers wouldn’t expect to be in the market anytime soon.

Best CRM with Social Media Integration- The Options

SugarCRM as your Social CRM

Access different Social CRM solutions directly within Sugar. The Twitter dashlet allows users to view and access various feeds for specific Twitter accounts via the record’s Dashboard and list view’s Dashboard. In addition, users can also view and access twitter feeds via Sugar’s Activity Streams as well as the Twitter dashlet on Sugar Dashboard.

You can also choose from a variety of SugarExchange Extensions for online collaboration, cloud storage and social CRM built by SugarCRM partners. Use Sugar Studio, Cloud Connectors, and Module Builder to easily add additional Social CRM capabilities.

That’s not all- SugarCRM has more to offer!

Sugar has come up with a revolutionary product called ‘Hint’. Hint, the debut product from the company’s new Relationship Intelligence product line, automatically searches the web for personal and company information, delivering a wealth of information so customer-facing employees will quickly learn more about their contacts.

SugarCRM Hint enables users to provide only a few contact details (e.g. email, name, company) of an individual and then automatically searches, tunes, and inputs the rest of the personal and corporate profile details for that contact. Hint does the work for Sugar users by gathering and analyzing customer intelligence from a broad range of social data sources so users can quickly and efficiently learn more about their prospects to establish a productive relationship. Here’s a screenshot of what you get when you enter the name and the email address of a contact:

You can import the information of your interest by clicking on the cloud button. It’s that simple and effective.

Bottom Line:

A SugarCRM, Salesforce, and Magento Certified Developer & Partner Firm. Tweets on #CRM #Sales #Marketing #Social + many more.