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Social CRM or SCRM is the next step in better customer relationship valuation. This is a strategy which all the companies have either deployed or are contemplating the use of the same by the next few years. But the point remains the same. Social CRM is here to stay.
Before we look into the basics of Social CRM, let us first look at what the traditional CRM had to offer.
A traditional CRM essentially comprised of the following features: sales, forecast, marketing, campaign handling, and customer data support. These functions were important to move the customer from one stage to the other stage and eventually develop the potential client in a buyer. All the data related to the customer was entered in the CRM and it would allow the company to target better and reach out to its customers better.
But what is noticed here that, the customer was never a part of the whole function and every message or communication of the company was directed towards him without his involvement.
This is where Social CRM comes into play. In Social CRM, the consumer is the focal point of the whole organization. Instead of pushing brand ideas and communication to the consumer, brands are now involving the consumer to shape their own strategies and experiences and build consumer relationships.
Social CRM makes use of all social media platforms like Twitter, Facebook, LinkedIn, etc. to converse with the consumer and know what they feel about the company and their product and record the same in a central place.
In a study, 93% consumers want their brands to have a social media presence, 43% consumers say that a company or a brand should have an active social media presence whereby they could talk to the company if they are in problem and get their issue resolved.
Sage CRM is a new age CRM with the feasibility for not only being able to track the consumer, but also listen and respond to the consumers directly. Integrations with Facebook, Twitter and LinkedIn allows the brand to gain insight into the consumer, manage Twitter communication with the prospect, research and connect with the prospect.
For all important details regarding Social CRM and how can it benefit your organization and brand, SMS SAGE to 56767. You can also write to Sage Software Solutions Pvt Ltd at firstname.lastname@example.org