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Social CRM thus encompasses both elements of marketing and public relations. It is an approach to customer relationship management that recognizes the centrality of social media to contemporary brand perception and designs business strategies around this.
In the world of social CRM, there are some commonly applied ideas that we’ll need to define. Customer cambodia phone number list profiles, social listening, social media management and social selling are all key features of the discipline.
Customer Profiles
Customer profiles are central to social CRM because they give you a way to interpret and apply social data. Also known as buyer personas, customer profiles define a businesses ‘ideal’ or average customer according to things like demographic, buying power and online behavior.
One the one hand, social data can help companies gauge the kind of potential customers that are engaging with their owned social media accounts. On the other, companies that have a specific target audience can use buyer profiles to target their desired customer-type.
Customer profiles allow you to apply the data generated by social media interactions to other business processes. For example, social data may give you a better understanding of the different age groups within your client-base, information which can in turn be used when designing ACD menu paths and customer support scripts for your contact center.
Social Listening
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