This is one of the most common questions that is asked of me by customers and prospects looking for swift and flawless CRM implementation.
Social CRM is responsible for monitoring both inbound and outbound marketing channels. Whereas a traditional CRM software tool monitors, tracks, and enables conversations with customers and prospects via traditional means (i.e. the phone, email, or your website), Social CRM gives you the added benefit of monitoring, tracking, and enabling conversations in the various social channels (i.e., Facebook and Twitter).
It’s becoming clearer and clearer that the traditional sales process is changing in the CRM world. Our research has indicated that a buyer completes 60% of the buying process before engaging with a salesperson / vendor. And it also takes a B2B buyer 21 touches during a buying process to build a connection with the vendor. Along this journey, the Social CRM plays an important role at each stage.
With the advent of social media, it’s is important to remember that you as a business owner no longer “owns” the conversation with your customers. It is rather your customer that determines when and how they will connect with the business. So if prospects and customers are wanting to interact with you through social means, you must acknowledge it and respect that decision by interacting with them socially too. You should not switch to traditional means because it is most convenient for you. Very often doing so will turn off clients and breaks the deal.
Download free trial of InfoFlo CRM. InfoFlo lets its users view a live feed of your Twitter, LinkedIn and Facebook accounts. Now you can post to those accounts and view all of the information within your CRM dashboard.
