Social CRM as an Art and a Process

by | Aug 10, 2013 | CRM

There is no business today that doesn’t “sell” whether product or service. The act of selling is a process by which you have to communicate and persuade. You should know that with a good social CRM in place you can become more efficient in communication with your customers.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

Becoming an efficient communicator in social CRM is a huge challenge because there are several things that must be done including:

  • Deliver an accurate message. You need to know more about your customer especially what their needs are. Once you know more about the customer’s preferences and requirements, you can formulate the right message to send across. Some experts call this the “phase of discovery” in the process of selling.
  • Deliver the message at the right time. You should look for an opportunity when you could deliver the message across in a meaningful manner without compromising on proper etiquette. You don’t just take control of the conversation without listening to your customers.
  • Deliver the message with the right method. If your customers prefer Twitter as their communication method then it only makes sense that you use Twitter. You’re going to use various social media platform for social CRM, anyway. Your responsibility is to keep people engaged wherever they chose.
  • Deliver the message repeatedly. Many customers rarely get convinced on a single proposal. In most cases, it takes a lot of persuasion to convince them that you offer the best product or service in the market.

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