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Traditional CRM serves as central database to manage all the customer data. The marketing strategy that applies focus on direct advertisement to boost sales. It practices process-centric approach where the communication standpoints begin from the company’s perspective. This system is more sales driven based as the interactions are designed to ‘sell’ rather than to ‘engage’. It targets only to the specific customers of interest and the customer service system is operated within the fixed hours. In traditional CRM system, the purpose of contacting customers mainly to receive feedback and most of the time, sharing of customer experience is through the word-of mouth.
In today’s information-saturated world, customers will be the one who decides on the channel of communication. They will share their purchase experiences online with the other users and expect businesses to meet their needs in real time. Social CRM is designed to redefine the customer experience at different touchpoints by connecting the brands into the blue print of customer journey. It integrates CRM with social media platforms such as Facebook, Instagram, Twitter, LinkedIn and etc. to allow businesses to stay connected with the pool of potential customers. Social CRM switches the pathway from only manage the direct customers to attract and engage with potential customers. This has created a new dimension in social engagement to define the brand loyalty in achieving customer lifetime value.
Focus has shifted to the manage the customer and community experience through the use of social media
Businesses are able to get the real time information to the users who are interested about its brands or products
Allows real time market data and feedback through social communications
Captures and traces every interaction that performs online with social attributes data
Transforms the data captured into pertinent customer insights to facilitate business decision making
Businesses are able to respond and attend to customer’s queries thus engage with customers closely, maintain, regain or rebuild customer confidence
Reduces cost of customer acquisition and retention, build a sustainable customer relationship that eventually transform your businesses to be ROI driven
Customer lifecycle management is a consistent journey to understand your customer behavior and to ensure your existing and potential customers are receiving high quality and personalized services constantly. Social CRM system comes in as a central database to pull the social feedback into the customer service processes systematically and to analyze data that enters the sales funnels.
At Kyoflo, our Social CRM system connects your businesses from inquiry management to the social media end points throughout the customer life cycle management to enhance and engage customer experiences that drives future sales.
The is the initial stage where the businesses need to catch the attention of potential customers and positions the value of their products or services that being offered. A social CRM provides an extensive analytical overview such as demographics, ‘likes’ or shopping habits specifically based on content categories that navigates from different social channels. Effective content management is significant as it empowers your products and services to remain relevant to the potential customers.
Acquisition is a stage where businesses tracking new leads and move them into the sales funnel. Businesses may need to response to emerging issues while concurrently positions the value of their products and services. Acquisition of customers begins from acquisition of social listening, Social CRM system allows you to handle the voice of customers such as inquiries and complaints efficiently, monitor the mentions and comments effectively when customers share opinions or suggestions.
This is a stage where your prospects turn into actual customers. Businesses should stay focus on to build a solid foundation relationship with customers. Social CRM system assists your businesses to monitor customer feedback, keep track of engagement and conversation history, get notifications, and sync the leads between your digital platforms.
This is a stage where the businesses leverage customer profiles across various social media accounts to make personalized experiences. Social CRM enhances the accuracy in targeting the right customers with a personal touch based on their demographics, locations, engagement history and extracts the information from other linked social profiles. By taking the right action, businesses reap the excellence in reducing the churn rate, strengthen the brand perception and retain the best customers effectively.
Loyalty will be the ultimate goal in customer life cycle management. As customer purchasing decision is commonly influenced by the informative contents, reviews and the sharing of experiences online, businesses focus their efforts into brand advocacy. Social CRM assists to grow your customer experience hand-in-hand with brand advocacy through a consistent consumer social behavior data across the channels. This is able to initiate, elevate and engage your brand visibility to build customer loyalty.
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