Your customers are a crucial aspect of your business. Hence, it is imperative to consider the buyer’s journey. After all, it can have an impact on their purchase decision.

Sure, brands and organizations argue that they care a lot about their customers’ experience. But when it comes to customer relationship management, it appears that not every business prioritizes building meaningful connections with their customers.

In addition, ignoring social media in your CRM strategy leads to serious consequences for your brand. Also, anything negative that happened in that journey will likely come back to haunt your bottom line.

That said, giving people an exceptional brand experience will encourage them to refer you to other people. Not to mention that your customers will likely make a repeat purchase.

In this post, we will show how you can improve your CRM strategy using social media:

Break Up Silo Mentality

If you want to enhance your CRM strategy with social media, then you need to find a way how to break down your organization’s silos.

Rather than holding the cards to your strategy, it’s important to earn more sales, and both your customer support and social media team should be on the same page.

A lot of brands silo their social media efforts and give rather poor customer journeys. That’s why they need to work on how to break these silos, enhancing task management.

Luckily, there are extensive social media CRM tools that will allow you to task particular conversations to sales inquiries, customer support, as well as provide marketing opportunities.

Also, to build better customer experiences, be ready to communicate meaningfully in social media. For most companies, it helps that you work in a single platform so that you can ask comments, questions, and inquiries to the right team.

Track Customers’ Journey

Sales and marketing aren’t just about trying to get new customers on board. They also nurture existing relationships, adding value to customers, and creating awareness.

In today’s highly digital age, everyone wants to be engaged and educated instead of just being sold something. That’s precisely why it’s important to track your customers’ journey and to respond to them accordingly.

Incorporating social media with your CRM helps you track customer journey to know how you could convert your one-time buyers into loyal brand evangelists.

Immediately Respond to Customer Complaints

Social media platforms allow brands and companies to communicate with their prospects or customers in real-time.

That means that you shouldn’t just engage with people who like or praise your company. You have to respond to negative comments, too.

Customers frequently express their concerns and complaints on social media. Because this is increasingly common among users, you should always be accountable for your actions.

Perhaps the best way to maintain high sales, as well as retain loyal customers, is to improve your response time.

Customers don’t want to wait around for a reply, especially if it’s a complaint. They want their message to be heard, especially by someone like you. There’s no point that you should leave them unanswered.

Also, let your customers know how they can get in touch with you. For some reason that they would need help or would want to raise a concern, they could take the conversation offline by giving them your phone number or email address wherein they can contact you directly.

Discover Potential Customers Through Hashtags and Keywords

Keyword analysis and hashtags are one of the best ways for you to discover mentions, conversations, and users.

This is also used by businesses to look for opportunities that have never been discovered with traditional marketing platforms.

Hashtags, most especially, allow you to categorize your content, making it a lot easier to look for prospects.

Analyzing keywords and hashtags will make it easier for you to locate these prospects, especially those that are off the conventional sales category.

Use Social Media to Create More Product Value

You should also utilize social media to provide more value to your products. There are plenty of opportunities for you to upsell and cross-sell your products.

Remember that upselling on social media is not just on the pitch itself. It is also vital that you learn to take advantage of the right timing and opportunities.

Keyword-Based Automation

Chatbots have led to the revolution in the field of technology. Therefore, integrating it into your CRM hastens your service delivery and making it easy to automate.

Maintain Your Brand Voice

Finally, you must maintain a constant brand experience in all your channels in social media. To accomplish this, you need to be able to maintain your brand voice, as well as social interactions.

Customers are easily turned off if, for instance, one of your social media channels is so responsive and open to questions, while the other one isn’t. A consistent brand voice will help you create the overall identity of your brand.

A lot of customers out there aren’t afraid to call out a brand if they notice any disparities in its beliefs and ideas.

So, if you suddenly changed your messaging and voice in one of your social media channels, there’s a chance that some users will have a poor user experience, and will just fall out of the funnel.

Keeping that voice consistent isn’t easy. It takes hard work, but with the help of a CRM tool and a social media style guide, you’re sure that everyone will be on the same page as you.

Don’t Leave Out Basic CRM Functions

Logging the call notes, assigning specific tasks, or following up with meetings might be considered as “too traditional” for some, but these functions are more important than ever.

That’s because this is precisely what your CRM is designed to do. To help you keep the entire flow on track. Neglect one of them, and you’ll be in big trouble.

Over to You

Social media has now become a part of our lives. So if you do not have a strong social media presence, then you are losing out the opportunity to engage and build lasting relationships with your existing customers and prospects.

When you integrate social media with your CRM strategy, you will create a consistent brand voice in all your channels, deal with issues and complaints quickly, and boost your revenue, market share, and brand value.