In the world of business, many strategies are engaged in by the capitalists to ensure the success of their trade. Customer satisfaction and loyalty are some of the main goals of any business. To be able to reach this, carefully thought of plans and attractive ideas are everyday deliberated by the management. Since there is a broad shift of technology and internet usage nowadays, one of the emerging concepts developed in today’s corporate world is called Social CRM.
Paul Greenberg, the Godfather of customer relationship management, somewhat says that the Social CRM is a philosophy and also a business strategy,which is supported by the technology systems, business rules, processes, workflows and social characteristics, that are designed to engage clients in a collaborative discussion in order to have a mutually benefiting value in a trusted, transparent business environment. It’s the company’s response to the customer’s ownership of the discussion or conversation.
In other words, it is a kind of marketing tool that develops a process around the interactive relationship of the business and its customers to be able to provide the utmost service that is right for them. To be able to do this and be inclined with the trend at the present, Social CRM taps the social media networks and uses this to communicate better with the customers. The conversations that the prospects and customers are having on the sites like Youtube, Twitter, and facebook are shaping brand opinion and influencing buying options. It is an idea, which the business can utilize, with an approach and technology policy to let the customers engage in conversation,it is a conversation that is managed and tracked with software.
The use of Social CRM is important for every company for several reasons. Primary reason is that the business can attend to customers’ needs quickly and easily. With just a click of a mouse, they can already know what the consumers think and feel about their products and make plans to address it. When LARA framework is applied the company will be able to:
L- Listen to the clients or customers conversations.
A-Analyze and interpret these conversations.
R-Relate the information to the existing ones in the company.
A-Act on the clients’ conversations.
Practicing Social CRM is less costly also compared to traditional CRM tools. With just having to maintain pages and sites on social media networks, the company can have better relationships and view with their clients. They can have a two-way conversation with them that can make them feel important. It is free consultation and can even imprint loyalty to them.
With the use also of this tool, the enterprise will be able to update and enhance their systems and products more. By collaborating with their customers, they will be able to adapt to the different wants and needs of the consumers market since the ideas and suggestions personally come from them.
The achievement of the SCRM techniques mostly is determined by how quickly the company can convert their prospects into customers. It’s all about linking the gap between the business and their public customers. Having a successful business requires lot of initiatives and keeping it requires more effort. So, when talking about customer satisfaction, why not use Social CRM.