The active monitoring of your social media networks through your CRM or customer relationship management system allows you to recognize many things. In fact, the monitoring is one of the most basic activities that you need to master about social media.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Social media conversations have various elements including: opinion-type, criticism-type and demand-type. All of these three elements are kind of scary but are necessary for your company’s success. You cannot deny the fact that customers would talk to each other, to their families, friends and their acquaintances. Most of these conversations are opinion-based and are usually harmless when seen on a positive light.
The criticism and demand types, on the other hand, are things that you should pay most attention to because they can make or break your company especially when it is done in social networking sites. You should be able to identify it through a properly implemented social CRM. Social CRM is a tool that allows you to collect qualitative data and pure customer sentiments – make use of this properly and you’re on the way to success.
Identify which social networking sites most of your customers have. You don’t need to have all kinds of social media profiles included in your social CRM as long as you know the specific ones that the vast majority of your customers have. This is how social media customer relationship management should be viewed not only today but also in the future.
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