There are several CRM platforms available that provide social data.
But how do you know which one to choose for your business? Below I’ve included numerous features you must consider before implementing social CRM software.
While your company may only need some of the features I list, it’s essential to understand what is available.
Integration with All Social Media Platforms
The first feature you must look for in a social CRM is integration with your social channels.
Think about it. How valuable would a social CRM be if you can’t connect your accounts?
Note which platforms you use and ensure the CRM you’re interested in investing in is compatible with each account.
And if the software can’t connect to a specific platform, check if the CRM has a third-party integration that’s compatible.
Monitoring of Social Media Channels
Another feature to look for is monitoring your social interactions and channels.
Your company’s social data constantly changes, and you and your team must stay on top of trends and patterns.
Capitalizing on these trends is only possible if you monitor social media interactions in real-time.
Customer Profiles
Customer profiles provide sales and marketing teams with a way to interpret and apply social data.
Customer profiles are also called buyer personas and define a business’s ideal or average customer according to details like:
- Demographics
- Buyer power
- Online behavior
If your company has a specific audience you’d like to target, customer profiles dial in on that desired customer.
Social Listening
Social listening is collecting social data by observing what people say about a specific topic, product, or service online.
To put it differently, social listening tracks conversations and mentions related to a specific topic on social media.
Social CRM tools gather and analyze this data, suggesting ways to capitalize on the information.
Sentiment Analysis
Customer sentiment analysis measures positive and negative comments customers provide on social outlets.
Customer sentiments are a feature that helps businesses interpret customer needs, opinions and understand how customers feel about a brand’s products or services.
The data collected can be beneficial for crafting future marketing strategies that target the right buyers.
Social Selling
Social selling is when sales reps or customer service agents interact with potential customers on social media.
This tactic can generate valuable leads that eventually become brand advocates or repeat customers.
It’s best to attempt social selling with customers who have previously interacted with your brand multiple times.
Some benefits of social selling include:
- Reduced contact time
- Increased number of leads
- Deeper relationships (which customers prefer)
- Improved lead conversion rate
- Shorter sales cycle
Social Media Posting
Social media posting and scheduling are features you should look for in any social CRM.
This feature allows businesses to schedule posts in advance or post on the fly.
Your team also can analyze engagement levels from previous posts, allowing them to craft more compelling content in the future.
Businesses can generate more sales and revenue from social media by using these features to their fullest potential.
Social Media Management
Social media management is how your company manages its media content and strategy.
Media content includes things like:
- Facebook pages
- Instagram accounts
- Twitter accounts
- LinkedIn profiles
- TikTok accounts
Good social media management is critical to a social CRM strategy.
Proper management lets you respond to customers quickly, prevent unfavorable publicity, and promote new deals and products!
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