Social CRM is still finding its way into businesses, and more often than not, companies need someone to effectively lead their social CRM endeavors.
Commonly, businesses moving toward a social CRM strategy will rely on their marketing departments, as their marketing staff are the ones who can carry out the brand and handle inquiries as they arise. In social CRM, however, one piece of advice that is worth its weight in gold is to choose a social CRM community manager that is trained in social media practices.
In fact, Social CRM Info says that, in addition to choosing an experienced manager, there are four tips social CRM managers should keep a checklist of in order to successfully implement customer management on the social level.
Managers should be able to choose their networks and then feed their networks – meaning once they create an online presence on a social media channel, fill it up with content so that it is not only current, it’s relevant to your customers. From scheduled e-mails to regular tweets on Twitter (News - Alert), managers have to make it count.
Of course, creating an online personality will help managers go a long way. What will that personality be like? Fun? Laid back? The important thing is to mirror your office life with your social CRM personality. Customers and clients won’t find it very attractive to meet the fun, laid-back company online only to find that your office is, in fact, quite the opposite. Be the brand you want your company to be both online and in person.
Lastly, in social CRM, it’s important to designate where “home” is. Home in this sense means a place where customers can come in and voice their concerns. It can be a blog, a website, or any place where content is constantly fresh and welcoming to customers, so they know you’re “home.” Once that is designated and maintained, make sure there is room for the customer to communicate back and find answers to the questions they have.
Mainstreaming social CRM can be a big step to take for companies, but ensuring the right person with the right credentials is managing it will only drive your company towards social CRM success.
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Edited by Brooke Neuman