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Social Media has changed the dynamics of our lives. It is a powerful medium and almost unavoidable. There are 3.2 billion social media users which comprises 42% of the population. The ease and comfort it offers from receiving daily news / updates / discounts in our mailboxes to online shopping without having to step out have hypnotized people from every age and class. Apart from personal entertainment, social media has also become a buzz among businesses. Every business has its presence on some or all social platforms. Right from selling products / services to sharing informative and promotional content, companies are using these platforms as a medium to create brand awareness and generate revenues. Due to such a wide acceptance, social media is majorly being used from professional point of view in addition to entertainment.
Read Also: How to build a B2B content calendar?
To measure the success of your efforts, there are a few terminologies that offer comprehensive analysis of brand engagement with audiences. Today, we are going to discuss about two such terminologies – Social Monitoring and Social Listening. Although these terms are used interchangeably, there is a striking difference between the two.
Social monitoring is a micro version. It deals with taking care of customers directly as a customer care representative does. Social monitoring means addressing your customer’s queries, interests and your brand interactions to provide them better support. This is a reactive process where the customer reaches out to the brand with their problems to which company representatives offer resolution. This can be done pretty much manually. Using Twitter mentions or analytics will help you understand how many people are engaging with your brand directly resulting into a solid brand building.
Also Read: How to nurture leads the right way?
Social listening on the other hand is a macro version. To understand what your customers are talking about your brand in general, is called social listening. Most of your customers might be struggling with a similar problem like a new feature, product catalogue release or latest update. When you gather the information through social monitoring and previous customer interactions, you can come up with a solution that serves the higher level problem. Therefore, social listening is important to build better strategies and find out cure to the problems. Social listening is more of a proactive process where marketing and sales professionals utilize short-term customer interaction to build long-term relationships.
How can a CRM help?
A Social CRM leverages businesses with the mode of communication their audiences prefer – text, chat, email or social to drive better engagement. Sage CRM has marketing and customer service functionality that helps manage campaigns and log all the customer interactions. Over 15,000 small and medium sized companies across the globe use Sage CRM every day to accelerate sales, drive business productivity and make every customer interaction count. This software provides solutions that give you real-time access to insightful & actionable data right at your disposal with a unified view.
To know how Social CRM by Sage will help create more robust strategies through social monitoring and social listening, contact us here. You can also SMS SAGE to 56767 or write to us at firstname.lastname@example.org for a FREE demo or consultation.