Social media can be a powerful marketing and sales tool when used smartly. If social media is not a current part of your sales strategy, make it one. Social media allows you to connect with current and potential clients and customers in a new and easily accessible way. Through social customer relationship management, you can establish and build rapport with clients and customers, allowing you to assess their needs and address any concerns using social media. Social CRM extends your business’ reach, and it can be an effective way to increase sales when used effectively. First, however, you must understand how to use social CRM to your advantage.

Social CRM Do’s

  • Check your social media pages multiple times a day. A business that is attentive to its social media followers’ questions and requests gives a strong first impression. Show your current and potential customers that you provide excellent customer service by responding to social media requests promptly.
  • Maintain professionalism. Social media demands as much professionalism as an email to a customer would. While social media can use more casual language than a sales report, you must ensure that your interactions with followers are appropriate. Treat your social media followers just like you would a potential customer you meet on a sales call.
  • Provide helpful information. If a customer posts a question or complaint on your social media page, give it prompt attention. Provide a phone number or email address where you can discuss the matter with the customer in more detail. Link to information about your business on the social media page. Carefully select articles or facts that will interest your followers.

Social CRM Don’ts

  • Don’t engage in a war of words. Part of social CRM requires putting out fires, whether you have a customer who is displeased with your product or service or one who is looking for a refund. Do not disregard complaints. No matter how ridiculous they sound, address them politely and try to resolve the issue quickly.
  • Don’t be reactive. An effective social CRM strategy should be proactive, reaching out to customers before a problem hits. Don’t let your social media page become a venue for customers to complain. Engaging them in positive discussions helps reduce negativity and, instead, positively promote your brand.
  • Don’t begin a social CRM campaign without a plan. What are your goals for your social media pages? How will you measure these goals? How will you manage customer service issues? Establishing a specific, goal-oriented plan will make your social CRM strategy more effective. Aimless posting will not.

Conclusion

Social CRM is becoming an increasingly effective way to establish relationships with customers across the globe. In sales, relationships are key. By effectively including social CRM in your sales strategy, you can extend your business’ reach and find customers you otherwise never would.

SOURCE: http://econsultancy.com/us/blog/9783-traditional-crm-vs-social-crm-infographic