Social CRM strategies are important for brands to leverage social media for specific marketing and customer service objectives. The key components of a social CRM strategy include establishing a base strategy by identifying clear, measurable objectives for social media. It also involves defining communication approaches like one-to-one conversations and engaging influencers. Additionally, a social CRM strategy sets up the right mechanisms such as resources, unified communication platforms, and customer lists. Executing the strategy generates insights from customers that help improve loyalty, service times, and identify trends.

1. Social CRM
For Brands

2. Social CRM Strategy – Why you need one?

3. Social CRM Strategy – Why it is so influential?

4. Social CRM Strategy - Components
Base
Communication
Mechanism
Customers
Insights
Step 1
Step 2
Step 3
Step 4
Step 5
Create
Define
Set-Up
Observe
Generate

5. Step 1 - Create Base
Base Strategy
Identify a specific,
controllable marketing and/or
customer care objective that
social media can leverage
Based on your objective,
develop a business case
model to evaluate
success
Be targeted and specific
with your social media
deployment

6. Step 2 - Define Communication
One-To-One Conversation with
Customer
Identify & Engage Social
Influencers
Put a face/name to
responder
Social Media
messaging is consistent
with brand image
across media

7. Step 3 - Setup Mechanism
Right
Resources
Unified
Communication
User/Group
List Feature
Social CRM
Platform
Response TAT
User/Group List – Clients, Prospects who have considered you, Positive feedback from clients,
Desired clients or Influencers

8. Step 4 - Customers

9. Step 5 - Insights
Loyalty
Service TATCustomer Profiles
Trends
Behavioral
communication
Knowledge Base

10. Social CRM Strategy – How will it help you?