Do you care about your customers?
Yes, every company pays lip service to customer relationship management. Sadly, your customers, who spend ten minutes negotiating your voice mail system, then 30 minutes being bounced around from rep to rep after that, have no reason to believe you.
If nothing else, social media gives your customers a way to vent. Are you listening?
Listening is more important than pitching on social media, as this article,
How Social Media Is Changing CRM – Businessweek, points out:
“If you’ve been pondering how best to use CRM in your business, you may want to begin with where it’s headed (two-way communication) rather than where it has been (one-way messaging). Start by listening rather than talking and responding rather than pitching.”
Getting started with social media
There are several useful Social CRM applications, but if you’re just starting out, you don’t need them.
Create some simple researches for your company and product names, and see what people are saying. Of course, you need to respond, too.
Check your social media searches at least once a day.
After a couple of weeks of this, you’ll be ready to create your own social media strategy for CRM.