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If you’re not already using social media for customer relationship management (CRM), now is the time to start. Research shows that users post half a billion tweets on Twitter every day. These tweets are not just scathing political commentary or a funny GIF. A good portion of theses tweets include interactions between businesses and their customers.
To understand social customer engagement, we first must understand where the social CRM market went so wrong and how to fix it. This post will highlight the four basic trends that we should all agree on when it comes to defining a customer engagement strategy on social media.
This year will be marked by a deeper integration and fusion of customer relationship management (CRM) with social media. According to a NewsFactor.com analysis the integration of Social CRM is set to become a 9 billion dollar market by 2018. Social CRM is about collecting or harvesting social media information from public and private social media websites. In other words, it is using social media services, strategic techniques and CRM technology to equip an entity to adequately engage their targeted audiences or customers.
One of the most important parts of the L2R strategy is to select the right technology infrastructure, which includes a conversion-ready website, CRM system and marketing automation system. Here are nine guidelines to help you make the right selection.
We all know that social media as a marketing and sales tool grew out of its infancy stage quite a bit ago. If you still need one final piece of proof that it has become a mainstream business channel (other than the fact that every major business uses it heavily, of course), consider that marketing industry watchers are predicting that as much as 20% of most companies' marketing budgets will be dedicated to social channels within the next few years. I doubt it takes that long.
For several decades CRM has stood for Customer Relationship Manager. Yet sales organizations are seeing the customer can no longer be managed at all. Managing the data about customers must be done, but the customer is driving the ship these days. They refuse to be managed.