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Social Media and CRM: Social CRM
Social Media
Social media is a modern revolutionizing tool that allows communication between individuals, companies, and different groups worldwide, sharing and interactively exchanging information and ideas.
Common Social media Platforms
- Telegram
- Snapchat
- Pinterest etc
What do customers discuss on these platforms?
- Reviews or comments about products
- Recommendations
- Interests in products or services
- Product service and quality
- Company profile
Social CRM
Social CRM or Customer Relationship Management integrates social media channels into Customer Relationship Management (CRM) platforms.
- It boosts efficiency
- Improves productivity
- You can work offline
- Allows segmentation
- Track analytics
CRM platforms support social media alongside traditional channels so customers can interact with businesses through their preferred channels.
Facts
- 86% of people skip TV commercials, 44% of direct email is never opened, and 91% of email users unsubscribe from a company email.
- 70% of adults online use social media networking channels.
- More than 950 million people log on to Facebook daily.
- An estimated 90% of companies use social media networks.
Why Businesses adopt Social CRMs
- To predict customer behaviors.
- Improved and interactive communication.
- Better marketing and cost-effective advertisement.
- Strong relationships with clients.
- Better engagement and brand awareness.
- Improved market/product insights.
- An interactive way to share content and promote new offers.
- More accessibility and loyalty.
- A better way to respond to customer complaints or queries.
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