The misunderstanding of 5 big socialized customer Relationship management (Social CRM)

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As we discussed earlier, the purpose of the social CRM (Social CRM) is to help businesses better understand the use of new social consumers and customers.

However, it has recently been found that there is a general misunderstanding about the understanding of the two concepts of social CRM and client interaction (customer indicators). So I would like to make a good clarification on this issue with you.

This is a big mistake! Social media is just a tool to help companies get closer to their target customers and interact with their customers. In addition to social media, there are many other sources of tools that can achieve this goal. Social customer relationship management is just one way to do this. Stable and good customer interaction (relationship) strategy includes all terminal management means system and the whole interaction process, in the sense of the same as traditional CRM, is a series of relationship management collection. There is no doubt that using social media and user tools is a good way to go, such as Twitter. But when we want to go beyond our fans, our followers, and our relationships with our clients, we need to do more than simply use social media tools. The management of social customer interaction includes a series of system of enterprise management strategy, which helps the enterprise to interact with clients in the social new media better. It is said that when we work together with corporate clients on a social enterprise strategy, we consciously avoid the term "social CRM" to clients.

We've had a lot of cases where customers want to reshape their brand with social media, and they will ask the media software provider or social CRM software provider for the appropriate software services, even if they succeed in finding and using them, and the brand is still unchanged. Many people believe that the new word for social CRM is just new technology, a technology that helps them to manage social customer relationships, and the illusion of using this new technology can help their corporate brand succeed. The social CRM system does contain a range of new technology solutions as support. However, the mistaken belief that social CRM is the same as new technology is too far-fetched. It's like when we buy a car, owning a car doesn't mean driving, it doesn't mean you know the road rules, it's not the same as knowing how to handle an emergency or how to fix the car.

The term "Social customer relationship management" may be unfamiliar to people who don't yet know about social media, but it's like a traditional CRM system, a discipline about how to develop a customer relationship, just to put that knowledge on a new social platform. We need to rethink and understand the customer behavior on the social media platform to understand their buying habits, so the enterprise also need to stand on the social new media platform to communicate with their customers, communicate and provide services. Of course, maybe after a few years, we will see a new word appear, see a new CRM theory. But the substance remains unchanged. Don't stare at concepts or literally get into a dead alley.

Social CRM is definitely not a specific fixed concept, he will have different meanings because of the different people involved. Let's plain. Social CRM means that we are facing a group of customers who are constantly changing, and their needs are changing. So our strategies and goals need to change along with them. This is what we call the meaning of social CRM.

Social CRM enables your business organization to be fully impacted-from personnel, to marketing, to sales, to product development departments. The people and job attributes of all these departments will make important changes because of the socialization of customer relationships, and this change must be a good change and significant progress. However, for your business, socialized customer relationship management is only a small part of the overall business strategy. If you think he is able to cure all diseases of God medicine, can solve all the problems of enterprises, it is too whimsical. Never fall off a piece of free pie such a good thing. Of course, the effective use of new business tactics, well adapted to the changes in the market and customers, can make their business more perfect business, but always remember that the success of enterprises from all aspects of the overall force. Any other questions? Do you have anything to add to this? Or have you heard other aspects of the cognitive misunderstanding of social CRM or a common misconception? If you have any problems with social CRM or in the process of applying social CRM to your own business. Welcome to Message exchange. Source: http://www.socialbeta.cn/articles/5-social-crm-myths.html