1. Marketing and Monitoring, analysis and response of customer conversations through social listening tools is
important to the SCRM model. Social Media CRM is important to integration of social marketing into other
campaign tactics like email marketing. Sales and understanding where prospects are discussing selection of products
and services offered by you and competitors determine the best way to get involved in the conversation to influence
sales and generate leads.
Without leads, there is no one to convert into sales. When it comes to lead generation, social media is not your
friend. The simple fact of it is that social media is where you build relationships with clients and prospects, not
where you start them. If we begin a social media campaign with lead generation as the goal, we will be disappointed.
To generate more leads we marketed a new email campaign to leverage and increase the number of leads.
The more SCRM prospects are exposed to your message the more likely they are to respond. Once we have a steady
stream of new leads flowing into the company, the SCRM will begin to see the social media campaign come to
fruition. The best use is to use them to connect with our current clients and prospects.
Customer self-help through forums and neutral sites is also important. Using conversations to foster new product
development or enhance online offerings is one of the most exciting forms of social CRM for an organization.
Fostering e-Business collaboration within an organisation through an intranet and other software tools encourages
all forms of collaboration which support business process.
Customer experience today is highly important for organizations. The use of social CRM to enhance the customer
experience and add value to a brand which is implied by many of the other aspects from this article gives the
examples such as using VIP programmes offering collaboration between customers with shared characteristics to
add value and create advocacy. The biggest step is when you decide it is right to listen and to respond to what you
hear. It is important to see social media and SCRM in the context of your other marketing activities.