21% of millennials turn away from a brand because of a bad experience with the brand on its social media page. Since social media is one of the pillars of digital marketing of a brand, social media customer relationship management should be essentially prioritized. Using social media to build customer relationships is an important aspect of customer satisfaction. Therefore, CRM and social media should go hand in hand.
Why Social Media and Customer Relationship Management?
The goal is to improve customer service relationships and hence, assist in customer retention and drive sales growth.
Communication with customers not only becomes easy but also cost-effective and efficient. Social Media also provides the analytics of a business account or page. Most customers expect replies from a brand social media page within an hour and instant communication makes the customer feel valued.
3 Steps of Using Social Media to Build Better Customer Relationships
- Managing complaints through social media is an important use of social media for CRM.
- Rewarding the most engaging customers by sending little promotional gifts offline reminding them of their value for the brand.
- The right opportunity for sales should not be missed. Social media gives access to more than the professional side of the customer, this can be used positively to up-sell and value add to the existing product or service line.
Social Media and CRM are inseparable in the business format practiced in the 21st century. One can not underestimate the power of a social media page any further. Additionally, customers these days demand an efficient and functional social media page for any brand. Hence, use this demand for the benefit and promotion of brand value.