social-crmNowadays it is common to see many companies using social media marketing as a strategy in their digital marketing plans. However, Social CRM is not considered a common strategy when implementing a social media marketing campaign. When you build a social media marketing plan you can use a strategic and tactical plan to increase your traffic, number of leads, or prospects. But when you need to improve your relationship and increase user engagement with your customer, what works best?

Social media expert and author Paul Greenberg states: “Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, processes, and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.”

Basically you will use Social CRM to improve the relationship with your customers. You can use specific tools or create a methodology to build your social CRM strategy. When you use specific tools, these will integrate all social networks that you are using and provide some indicators that you can use to improve the relationship.

You should always put emphasis in retaining an existing client and an intelligent way to do so is by using Social CRM. The first step is to integrate your social media channels and understand a little bit better how your customer interacts and engages with your brand or company.

Irsiemedia is a digital marketing agency specializing in online advertising and social media marketing. We are located in Toronto, Ontario and service clients in the GTA, Canada and Globally.

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