1. Innovation & improvement of products & processes
Opinions and complaints that customers and prospects air via social media channels provide a wealth of valuable information that you can use to innovate products, services and processes. For example, suppose a customer asks a question on the phone and then reports on Twitter that he received the right answer, but the agent was unfriendly. This gives you an opportunity to reach out to the customer, ask about their experience and perhaps pay more attention to training customer service agents in conversational skills.
2. Positioning
Do the formulated USPs still match how the market thinks about your products and services? Information gathered via social media can force a company to take another critical look at its existing positioning. If potential customers talk a lot online about the brightness of a tablet screen and you, as a producer of a tablet, are mainly busy writing about the great sound quality, then it might be wise, if your image quality is top, to pay more attention to that.
3. Customer loyaltycan you enter into dialogue. And that strengthens the bond with the customer. For example, latvia phone number list a customer can indicate on Twitter that he finds a product very expensive. That offers starting points to look together with the customer at what exactly he needs. Perhaps a cheaper version of a product fits his needs perfectly.
4. Acquisition
Questions are often asked on online platforms about other people's experiences with products and services. By monitoring social media channels, you can respond directly to these questions and get in touch with potential customers. People increasingly report on social media that they are looking for a product or service. These are buying signals that you can pick up on, whereby you can offer the prospect a helping hand and convert them into an actual customer.
Social CRM in practice
conversations b2bAn example of a B2B company that actively applies social CRM in practice is software supplier AFAS, which works with our system. In 2010, several employees of the company experimented with the possibilities of Twitter for the first time. One of them came up with the idea of creating a corporate Twitter account. Now, more than three years later, the software supplier has a 6-person webcare team, more than 4,000 followers on Twitter , more than 750 'likes' on Facebook and more than 1,400 followers on LinkedIn .