Social CRM Means Understanding Your Social Customers

by | Dec 20, 2013 | CRM

When you’re running a business, the best questions to ask yourself is: what does your customers need? Once you have answered this question, it means that you have captured the essence of CRM being “customer-focused.” This kind of approach will help shape the customer experience and further improve your business as you solve issues and business concerns.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Social CRM is equivalent to saying “you’ve truly understood your social customers.” The only way to do this is to collaborate and listen to your customers through social media networks – whatever they prefer, whether Facebook or Twitter. This is the true concept of social CRM – the identification of social customers through their preferred channels. If you’re in the same channel that they are, you can be sure that you can recognize and answer their issues while encouraging them to provide helpful input.

Furthermore, do not forget to take action on useful insights. If you have carefully monitored your social media CRM, you will notice that most social conversations have their own purpose for devising strategies. For instance, a customer posted a comment about specific improvements they want seen on your next product line. This is an actionable insight wherein you can collect raw data (the improvement) and act on it so the next time you release a product line they will be able to see what they need.

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