Large companies may have taken the lead in Social CRM, but
your small business can do Social CRM just as well. You may think your business can’t afford to
implement Social CRM. But the truth is,
you can’t afford NOT to.
The fact is that social care is no longer a bonus feature
for your customers; it’s expected! Your
customers already use social media to engage customer care; 47% of social media
users use this medium for their customer care needs and 33% prefer social
customer care to calling on the phone.
And 50% already complain (vocally!) about products and services on
social media. Your customers are already
talking about you in the social space, so you may as well listen and try to
engage them.
Small businesses have an advantage in the social space over big
firms because small businesses already excel at building customer
relationships. Large firms are
desperately trying to achieve the direct personal connection inherent in small
business.
Succeeding in this space will help you make an impression
and increase customer loyalty and their rate of return. Costs are minimal but the rewards are
huge! Your time and efforts spent
attending to a customer’s problem are seen and appreciated by the greater
community, potentially answering questions of other customer’s in the
process. Additionally, Social CRM will
save you time as you can access all your social media communication in one
spot, facilitate easy analysis of your content to maximize its value, and follow
up and reconnect with customers.
Large firms have implemented complex and expensive programs,
such as Salesforce and Nimble, that provide an incredible level of detailed
“listening.” Fortunately, software firms have recently focused on small
businesses, too. The tools are
customizable to your business size, customer base, and are adaptable as your
online presence evolves.
So, give your business an edge and create happy, connected
customers. As Social CRM expert Alvaro
Saltur says, “Fast, easy, and personalized is the new way to keep your
customers happy, engaged, and loyal.” Below
are five highly recommended Social CRM platforms for your small business. Now, go out and engage your happy and loyal
customers!
1. Batchbook
2. Nimble
3. BlueCamroo
4. Insightly
5. GreenRope
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