The role of a Customer Relationship Manager (CRM) in Social Media Marketing
Social CRM
Social Media Marketing has spread across the globe today. Why will it not?
Social networking sites like Facebook are becoming a massively populated, loved & sought after nation for both, users and marketers today.
With the addition of new technology tools getting added to the vast section of the majorly expanding marketing arena, the need to connect in-depth with the customer today, has only increased.
The core here is, where does the role of the much needed Customer relationship manager (CRM) come in.
Or is it not needed anymore?
The answer is a very simple, yes, it is needed & more than before.
Now that the conversations are being handled online across clients:Following points are very much essential:
- A CRM who can make sure that the applied technological marketing tool impact is utilized or not is very much essential today.
- Adding up a social connect site for your client is not the solution. Tracking it, receiving feedback, improvising it regularly with response, feedback from clients based on their needed goals etc is what will make the social media campaign a successful one finally.
- If your role is limited to just creating the social connect pages as a social media specialist, make sure you either do not go ahead with the campaign or inform the client of the much needed mutual response from their end for this magical miracle of a power tool to make the much desired impact. Trust has to be mutual, both for the tools and the clients to make this work.
So the question is, how does a CRM fit in between all of this today? How and how much does he impact the Social Media Quotient of your business?
Every business today seems to adapt, implement technology for every single purpose.
Here is where the challenge & skill of a CRM to take your organization and your esteemed clients to the summit of their goals comes into the whole picture. The idea is to blend technology, tie it up a notch with the human skills of personal touch, add that and integrate the same face of your CRM to your online profiles while connecting with your clients and make sure he or she is as technically and market wise sound as your IT and Marketing team is skilled with their respective skill sets.
The power of the tools of social media are unbelievably massive and thus the head that yields the timely yet spontaneous decisions and understands the customers changing needs today, needs to be a combination of your good old CRM with latest technology market research tools and be industry alert. Knowledge of the varied tools like twitter, hootsuite, foursquare, linkedin etc and knowing what they can do for your client is what would make the whole campaign work for real
With this, the role and career of your CRM has not only doubled but become a lot more accountable and responsible than before.
There is so much more a CRM needs to do today? Give us your views on the same…. We would love to hear from you.
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