Optimization of CRM is highly correlated to the social media presence of a company. Customers frequently generate queries via social media. So there are some steps that can be followed to create a position in the customer's mind by establishing good connections between social media and CRM.
1. Right platform should be chosen.
2. Must have a dedicated human resource to handle the social media activity and patch them up with marketing team who handles CRM.
3. Instead of putting one liner FAQs, try to personally resolve critical issues in time.
4. If you have a different presence in multiple social media, then deploy time understanding the importance
5. Start listening your customers’ point of view about you and react proactively.
6. When you are segmenting your customer, you should be prepared for queries. Centralize them and solve them in real time
7. Reward your customer by discount offers, free e-books and promo offers.
To read, follow: https://www.cmscritic.com/10-steps-to-social-crm-success/