I like the concept of Social CRM, as it makes it easier for the consumer to get in touch with the company a lot quicker although the downside is that it makes it a lot easier for complaints to start popping up.. but the company can address these issues quickly. what is Social CRM you ask? Social CRM (Customer Relationship Management) is use of social media services, techniques and technology to enable organizations to engage with their customers. Their are two main was of maintaining Customer relationships and they are:
Social Engagement : Social CRM tools allow businesses to better engage with their customers by, for example, listening to sentiments about their products and services.
Social Customer Service: Ownership of social media is shifting away from Marketing and Communication as engagement increasingly relates to inbound customer service-based topics. Rather than social being seen purely as a space for companies to deliver outbound marketing messages, it is the inbound customer queries that allow for meaningful points of engagement and the building of brand advocacy.
which leaves you asking how can that benefit my company.. we have that covered as well. what are the benefits of Social CRM?
Social CRM can help manage campaigns across different social media platforms, and help to better understand customers’ and their general behaviour online. It can also help with being able to respond quicker to customer- Twitter API, for example, can allow customer support providers to reach out to distressed clients moments after they tweet a complaint.
"You know you need to create content but what does that really mean?"
Many companies see social media as one giant scoreboard: the team with the most fans or followers wins, but this is definitely not the case, think about how many business pages do you follow and just let them sit there, how many business pages do you interact with?
Now
SocialMediaExaminer.com points out 26 steps to creating a content so I looked
through and pulled out the ones that I thought were important:
so these are Amy's 11 steps-
1.Align
Content Development With Social Media Metrics and Goals:
a.Understand the goals of your company’s social media contentdelivery to help you develop a more attainable
strategy.
2.Create
Your Content Strategy With a Big-Brand Mindset
a.Find where their customers talkand “go deep.”
b.Create content that people want to talk about
c.Use social media to listen to customers.
3.Concentrate on Increasing Daily
Updates
a.Frequency: Post around 5-10 times a
day on Twitter and 1-4 times a day on Facebook for optimal
outcome.
b.Timing: Almost all research studies
highlight the main work hours from 8 am to 8 pm as good times to tweet and post to Facebook.
c.Multiple sites: Post to multiple social
sites, in addition to your own blog or website.
4.Delve Into Data From Social Media Channels
a.Data from social channels (e.g.,
Twitter, Facebook, LinkedIn, Google+ and blogs) can be overwhelming unless you
have clear goals to guide what you’re looking for and what you’ll do with the
information once you find it.
5.Engage in Real Interactions
a.Be available to your audience in
real time, when you can
have more
meaningful back-and-forth conversations.
6.Get to know the New Google Analytics
Social Reports:
a.Google‘s new standalone reports, Data
Hub Activity and Trackbacks, give marketers more in-depth insights into social
networks and how users respond to a business’s content.
7.Look to the Future of Social Media
a.The question of social media’s ability
to capture leads has been at the forefront of marketers’ minds from the
beginning. Twitter is the latest network to offer an approach that will let
marketers be more proactive with lead generation cards.
8.Network in All the Right Places
a.Follow your customers and
prospects so you can
network in all the right places.
9.Present Your Human Side With Photos
a.Photos and other types of visual content
are highly shareable on social networks. Pam Moore suggests that when you post photos of your team,
it helps to show
your business as a human brand and build relationships with your community.
10.Question Readers for More Engagement
a.Questions are a good example of engaging
content and have become a frequent go-to tactic, especially on platforms such
as Facebook.
b.Pure fan engagement questions to help tap into the interests and
lifestyles of your fans.
c.Market and competitive analysis
questions to generate
conversations and engage with possible leads who are
interested in buying that product.
d.Product/service feedback questions that
can serve as a fast focus group to find what people like most
and what areas you can expand into.
11.Strengthen In-Person Events With Social
Media Promotion
a.Engage—encourage potential
attendees to interact with you early on by crowdsourcing feedback.
b.Intrigue—create an event page
on event listing sites (e.g., Facebook events, Eventbrite).
c.Invigorate
potential attendees
with videos, blog posts, press releases, Twitter list of attendees, etc.
d.Integrate—pick a hashtag for the
event to get people talking.
e.Inform—ask attendees to vote on
session suggestions via text messages, consider QR codes on badges.
f.Propagate—stream live video of
your event.
g.Aggregate—spread the conference
presentations as widely as possible; use email links on your website
and publish on SlideShare.
I really don't even business when trying to choose what platform to use as there is soo many out there. So I guess it comes down to what is popular and what would give your company the best image. as listed on socialmediatoday.com under 'The world 21 most important social media sites and apps in 2015'. so when looking at the list below I was thinking how many of these platforms I had hear of and how many I use?
9. Snapchat. I do
have a snapchat account and would easily be my most used app
10. Tumblr.
I have heard of Tumblr, but never really considering opening an
account
11. Pinterest.
I have hear of pinrest but never really understood
it, so needless to say I don’t have an account.
12. Twoo. I
have never heardof this
platform, This
Belgian social network site is geared for the 25 and under crowd all over the
world.
13. MyMFB. Again another one I have
never heard of, but it is Created as a Muslim alternative to Facebook
14. YouTube. I would say I would use
youtube about once or twice a week, I do have an account but I can never
remember my password.. haha
15. Instagram. Is another platform I frequently
use,
16. Vine. I do have a vine
account but I never post anything I basically use to watch things other people
post
17. WhatsApp. I do not have this app
although I do know what it entails.
18. vk.com. I have never hear of this
one, it is promoting itself as Europe’s largest social
media site
19. Meetup.Meetup is a perfectly-named platform, because
it’s perfect for organizing local groups around specific interests, this
is another one I have never heard of.
20. Secret. Again another one I don’t know,
This might
be the best social media app most people haven’t tried. The premise is simple:
join into a group of friends (or create your own), and then share an anonymous
message.
21. Medium. The last one I have not
heard of either, If you’ve
ever wished that social engagement could come with an ongoing, up-to-date “how
to” manual written by the experts, Medium might be just what you’re looking
for.
so 6 out of 21 I guess isn't to bad for social media accounts is it?
when looking at choosing what one for you business I get it gets a bit tricky..
I found this picture which gives companies and idea to find their target market.
