Fluent Essays

Social CRM Name of the Student Instructor Institution Course Date Social CRM integrates social media channels within the companys customer relationship management platforms. It is supposed to support social media alongside the traditional channels to ensure that the customers can interact with the business using any of their preferred channels. As a result, using social CRM helps the company enhance customer service and improve the marketing insights gathered from different customer social media data. An online merchandise store such as a company can combine CRM and social data to ensure that the business can respond quickly and better to the customers needs. Tracking the interaction the company has with its customers requires the use of sophisticated tools (Hassan et al., 2019). However, it is essential to deliver faster and more complete solutions when the customers raise issues and, as a result, end up with satisfied customers. A business can also combine these two aspects to engage in a personal interaction with the public audience, making it easy and logical for the customers to want to share socially about their experiences before and after using the products. The use of combined CRM and social data results in an improvement in the brand awareness of a company. It helps to provide instant feedback on the performance of the business because the process helps to gather essential data that helps the company to know how to improve the product (Kansbod, 2022). This helps eliminate the factors hindering the progress in increasing brand awareness in the market. It also helps to enhance brand awareness through increasing social selling and the brands online presence and, as a result, gives better brand exposure. This process also adds a human touch to the brand, helping the business establish strong relationships with customers. References Hassan, S. H., Haniba, N. M. M., & Ahmad, N. H. (2019). Social customer relationship management (s-CRM) among small-and medium-sized enterprises (SMEs) in Malaysia. International Journal of Ethics and Systems. https://www.emerald.com/insight/content/doi/10.1108/IJOES-11-2017-0192/full/html Kansbod, J. (2022). The Implementation of social CRM: Key features and significant challenges associated with thepractical implementation of social Customer RelationshipManagement. https://www.diva-portal.org/smash/record.jsf?pid=diva2\%3A1672484&dswid=4959SOCIAL CRM 1 Social CRM Name of the Student Instructor Institution Course Date Discussion 2 Company one can use social CRM tools to track and engage the customer across different platforms by using different types of tools. The aim is to ensure sufficient monitoring and tracking to see who is engaging in conversations with the company (Oluwajana et al., 2020). The social CRM can help the company to be able to identify and reward its brand advocates and influences to encourage them to continue spreading the word about the brand and hence improve its performance. The social CRM will help the company to increase the customer engagement into a two-way communication process instead of having a passive audience where the customers can actively participate in The Brands story and, as a result, improve their value for the brand. Some of the approaches that a company should use to ensure a successful social CRM strategy include making sure that they establish a good platform that is used in conducting CRM. Selecting a comprehensive social media management platform rich in listening, monitoring and engaging the customers effectively is essential (Chatterjee et al., 2020). Secondly, it is vital to ensure the right resources to avoid the teams frustration regarding enhancing performance. The company should also identify and engage with the social influencers who are supposed to increase the social media use for the customers and perform thick Analytics to identify those driving the conversation about the brand. The last process is ensuring loyal customers are rewarded for helping retain and attract more customers to the brand. The company can face challenges such as high cost and time in implementing the social CRM. It requires proper planning and Efficiency to ensure that the CRM works according to the businesss expectations. As a result, it is essential to use the necessary resources to achieve the desired goals. The second challenge could be adopting the wrong type of CRM software, which means that the company experienced difficulties in achieving its goals. The wrong type of CRM software increases the costs while at the same time delivering little or no benefits. References Chatterjee, S., Chaudhuri, R., Vrontis, D., Thrassou, A., Ghosh, S. K., & Chaudhuri, S. (2020). Social customer relationship management factors and business benefits. International Journal of Organizational Analysis. https://www.emerald.com/insight/content/doi/10.1108/IJOA-11-2019-1933/full/html Oluwajana, D., Adeshola, I., & Olowu, G. (2021). Do the customer relationship benefits influence expectation of continuity? Adoption of social customer relationship management to promote eco‐friendly products. Journal of Public Affairs, e2701. https://onlinelibrary.wiley.com/doi/abs/10.1002/pa.2701Hello Bailey, This is a great post. You adequately addressed the discussion prompts. I would add that your companys customer support personnel should be considered the front line of any customer relationship strategy that is intended to be effective. Support personnel are responsible for the most one-on-one interactions with clients (Migdadi, 2020). They are in a position that is second to none to revolutionize the relationship with the client. They are able to maintain these important ties if they behave in a charitable manner and provide more value to the relationship (Migdadi, 2020). The stronger the amount of engagement that a customer has with a firm and its product, the more the value that the client receives from the purchase, and the closer the relationship becomes. When you broaden the scope of what your customer service superstars are responsible for, you allow them the freedom to improve the quality of the customer experience in novel and unexpected ways. References Migdadi, M. M. (2020). Knowledge management, customer relationship management and innovation capabilities. Journal of Business & Industrial Marketing. https://link.springer.com/content/pdf/10.1007/978-3-662-55381-7.pdfHello Bailey, This was a fantastic post. Client relationship management software (CRM) remains a popular option for businesses that struggle to keep their sales teams on top of ongoing negotiations and customer concerns (Woodcock et al., 2011). However, it is also evolving to become the core of your companys marketing and outreach efforts, in addition to becoming a primary source of sales data and a landing point for that data. The proliferation of social media platforms is a significant contributor to this change. The marriage of customer relationship management with social media creates a wealth of new opportunities for marketing and sales professionals who are wanting to engage with customers and inform them. All of this may be accomplished through the use of your CRM system provided that your social CRM strategy is performing as expected. References Woodcock, N., Green, A., & Starkey, M. (2011). Social CRM as a business strategy. Journal of Database Marketing & Customer Strategy Management, 18(1), 50-64. https://link.springer.com/article/10.1057/dbm.2011.7Hello Beryla, You did a great job in your initial post. I like how you defined Customer Relationship management. I would add that customer relations are the strategies that a company implements in order to foster engagement with its clientele and to enhance the quality of services provided to those clients. This includes offering responses to short-term barriers as well as proactively establishing long-term solutions that are aimed towards the success of the customer (Guerola-Navarro et al., 2021). The health of your companys finances is inextricably linked to the quality of the relationship you maintain with your clientele. Developing solid relationships with customers will result in increased customer loyalty and the retention of important, long-term clients, which will lead to an increase in revenue from recurrent purchases. One of the most difficult obstacles that a company may face and one of the most important factors that will determine its level of success is the creation of a remarkable product. But maintaining positive relationships with ones clientele is the single most important factor that will decide the ultimate fate of a company (Guerola-Navarro et al., 2021). Consumers in todays world wield a greater level of industry influence than they ever have in the past, which enables them to concentrate on issues other than the product that youre trying to sell them. Consumers are interested not only in what you are offering them but also in how you are selling it to them and what happens to them after they have purchased anything from you. References Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Sendra-García, J. (2021). Customer relationship management and its impact on innovation: A literature review. Journal of Business Research, 129, 83-87. https://www.sciencedirect.com/science/article/pii/S0148296321001405Hello Beryl, This is a fantastic post. I agree with you that a CRM enables the ability to better understand the needs and issues of consumers. Any CRM strategy worth its salt should include engagement with customers as its primary focus (Deshala, 2021). It is expected that engagement will lead to improved interactions with customers, happier customers, and, as a side effect, an increase in customer numbers. CRM can be approached in a variety of different ways. A social CRM strategy is currently one of the most successful strategies available. Considering that social media has become an essential component of not only professional but also private life, adopting a social approach to customer relationship management inspires a new level of involvement with both new and existing clients. Social customer relationship management is a subset of CRM as a whole. With its unique position as an interface to Facebook, LinkedIn, Twitter, and others, social CRM is a multifunctional tool that may assist your organization in marketing, sales, and customer service. In terms of marketing, the majority of social CRMs allow you to plan and schedule all your social posts, as well as receive performance reports for each post. Everyone who interacts with your material is integrated into your expanding network, which drives sales. References Deshala, S. (2021). Cause related marketing, a perspective of consumer behaviour (Doctoral dissertation).