VIDEO: Top 5 Reasons to Integrate Your CRM with Social Media

Social Media is everywhere. Ever since Justin Timberlake, Spiderman, and the kid from Zombieland invented Myspace or whatever, social media has changed the way we reconnect with old friends, meet new like-minded folks, and even how we operate our businesses. So when it comes to operating your customer relationship management systems, or CRM, it only makes sense to integrate them with your social media to meet your customers where they already are.

But before we proceed, hi! I’m Kyle, and today I’ll be walking you through 5 reasons to integrate CRM and Social Channels. That said, I can’t cover every nook and cranny of this topic, so if you want a deeper dive into this be sure to check out the corresponding article through the link in the description below. Better Customer Service and Engagement Combining social channels with your CRM gives you a 360-degree view of your customer. Store client information sourced from your social channels, including issues, challenges, or praise about your product, in your CRM software.

This gives your client success team access to real-time, in-depth information, allowing for personalized responses and better interactions with clients. Greater Marketing Insights and Analytics Valuable data is added to social media every second of every minute. A CRM can aggregate this data to give an overall view on demographics, goals, interests, and buying behavior. This info helps companies to concentrate on leads that they know have a high probability of closing.

Many CRM tools, like Zoho Social, include a social listening feature. This monitors and analyzes your brand’s social media profiles for customer feedback, direct mentions of your brand, and any conversations with relevant keywords, topics, competitors, or industries. Suggest Relevant Purchases When you integrate your CRM solution to your social channels, you’re able to make more accurate decisions about your customer’s future needs. When you know what products your customers are interested in, which retailers they follow, and what they’re sharing, you are more adept at predicting what they’d be most likely to buy next.

For example, if your company sells plants, using a CRM such as Salesforce allows you to import customers’ social posts into the CRM and see that many are tweeting about the difficulties of keeping a plant alive. You’re subsequently able to use this information to market your hard-to-kill succulents to these customers. New Relationships (New Leads!) Any time you expand your network, the potential for new relationships grows. Creating social media campaigns is becoming one of the most effective marketing strategies to win new clients.

For these campaigns to be successful, you must identify the right timing and targeting. This is where the analytics your CRM solution has gathered comes into play. For example, ActiveCampaign can identify the most effective timing to deliver messages, and segment customers into target groups according to contact details, past interactions, behavior patterns, or spending habits. Build and Improve Brand Reputation Consumers appreciate an accessible and caring response to their concerns about your product.

But if there was radio silence from one of your social channels, the negative impact would not only involve that customer, but likely have a domino effect, as they would take to the interweb to vent their frustrations. Maintaining a consistent brand voice helps drive overall identity. Your identity on Facebook needs to be the same as it is on Twitter and LinkedIn. Keeping your voice controlled and consistent isn’t easy, but working to integrate CRM and social channels gives you a centralized system to keep track of this information.

That wraps up our piece on integrating your CRM with social media. Oh, and speaking of social media, why not throw us a LIKE on this video? See what I did there? Hue hue hue. Also, if you want to check out the article this video is based on you can see it in the description below, or visit our website if you want a list of the top CRM options available today, click the button on the left to get started.