Social media- Analyzing its Role in Customer Relationship Management

Social media is the strongest, yet least utilized customer relationship management tool. Social media can harness an organization’s needs in various capacities.

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Since few businesses seem to “get it”, especially in as far as customer relationships are concerned, this post will describe the role of social media in customer relationship management- across various departments.

  1. Social media is a powerful tool your organization can use to improve customer loyalty and sales. As a real time communications channel, your company can use social media for customer support. If its properly used, your business can speed up support, gauge customer reactions and forge a stronger growth agenda, moving forward.
  2. Social media is also a channel you can use to collect data. How people speak about your brand- both positive and negative provides a lot of insights you can use to grow. However, this is only possible when you’re using the right tools.
  3. You can use social media to improve customer interactions. With the fast changing treatment of customers, your business must know that social media can help it boost two, very critical factors in CRM. The customer experience and customer engagement. Of all platforms available to do this, social media is close to the best you can get.

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