SigmaWay Blog

Nowadays social influencers are replacing word-of-mouth recommendations as it goes far beyond the typical CRM functionality to add in social network streams, messages and mentions to customer data. It is essential to have detailed information about the influencer. This may include the frequency used hashtags, style of recommending products, brands they promote and company mentions. To make a note of each influencer is the best way to approach the individual and track conversations with them. It is very important to coordinate with the influencer by tracking initial messages, follow-ups and other significant events. It is vital to know whether the influencer is positive, negative or neutral about a topic by analyzing the content for the overall sentiment towards the brand, competitors and products. CRMs must handle the process of influencer targeting in real time as it shows the impact of active marketing campaigns on brand awareness and sentiment. Businesses may also find an influencer among their customers. Connecting social CRM with influencer marketing will definitely prove beneficial for the businesses. To read more follow:- http://it.toolbox.com/blogs/insidecrm/how-to-use-social-crm-for-influencer-marketing-74109

Big data enables understanding of complex customer sentiments and intent which improves service management. Today it is easier to process customer sentiments and intents through social media and develop social customer relationship management or social CRM. To make this effective it is important to capture the natural language knowledge and rapidly and securely making those insights available to tye best pay off channels. 

This podcasts bring together customer analytics services provider Attensity, with its natural language processing technology, and HP Vertica with Big data analytics capabilities to explain how effectively listen to social Web and rapidly gaining valuable insights and actionable intelligence.

Some participants are Howard Lau, chairman and CEO of Attensity, and Chris Selland, vice president of marketing and business development at HP Vertica. The discussion is moderated by Dana Gardener, principal analyst at Interarbor Solutions.

more at: http://www.crmbuyer.com/story/80826.html

In the world where responding to customers online promptly has become so important having a successful social CRM has become compulsory way of business.

According to Meg Bar, a comprehensive platform which comprises of rich listening, monitoring and engaging capabilities integrated with sales, marketing, service and commerce is a priority.

According to Justyn Howard, an unequipped social medium where social help requests are mismanaged can be a reason of frustration for customers. Only putting marketing and PR professionals behind the wheel is never an efficient solution.

As Katya Constantine says social media tools like Simply Measured or Peak Analytics links the brand to the most loyal users and builds a managed relationship with them. Further, retaining those customers through client loyalty code, a prospect discount code, positive feedback notes and snail-mailed brand goodies is also important according to Stacey Acevero. Moreover, using list and group features like Clients, Prospects who have considered us, positive feedback from clients and desired client or influencers for engaging each segment is also a good idea.

Having a two way conversation with consumers instead of just pushing information to them and realising the importance of feedback by engaging customers as fast as possible is also necessary as according to Constantine and Brian Coughlin.

Further as others add that having a human touch to the conversation which follows the brand image, monitoring customer conversations for fast reply, not feeding on trolls by responding to inflammatory and controversial statements, unifying and centralizing customer related communication, posting frequently asked questions (FAQ), and giving importance to basic CRM functions is also important.

read more at : http://www.cio.com/article/2385481/customer-relationship-management/17-tips-for-achieving-social-crm-success.html 

Social relationship management focuses more on social media than structured data. Social CRM is people driven and creates a personalized relationship between the customer and the company. When properly used it can improve the reputation of one's brand beyond Facebook and twitter. It is mutually beneficial for both the customer and the company. Unlike traditional CRM the benefits are not only focused on the company’s side. Out of 1802 internet users 62 percent men and 71 percent females uses social networking sites. Social CRM is more popular between the age group of 18 and 29. For young consumers web is an integral part of their life. Companies need to capitalize on this popularity for social media. Customers interacting via social media spend 40 percent more and 56 percent feel a stronger bond with companies through social media. Integrating social media reduces expenses by 58 percent, increases sales by 40 percent, and improves reputation by 64 percent. Whether a company requires social CRM or not depends on the company’s size, number of competitors and whether the critical systems and operations capable of accommodating social CRM. Read more at: http://it.toolbox.com/blogs/insidecrm/using-social-crm-to-bolster-your-business-62011