CRM Systems and Social Media
Beach Walk Insights - Volume 2, Issue 5 - Play time 3m 18s
In a previous BWI video I explained how the balance of power had recently shifted from the supplier to the customer. Following on from that video, this week I'm going to discuss the importance of having a good CRM (Customer Relationship Management) system that integrates with social media.
Many CRM systems were developed on the old relationship model - in which the supplier was the primary source of information. This is no longer the case. Now, customers are actively seeking information through other various sources, including social media.
With this change in 'customer-supplier' relationships, it is necessary for you to engage your customers through the various social channels they use. It is essential that your CRM system monitors and records this engagement as it forms the core of the relationship with your customer.
If you currently use, or are looking to use, a CRM system, I urge you to find one that offers social media integration. If the relationship with your customer is fully recorded you can optimise your sales funnel and win more business.
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