Traditional CRM systems help businesses organize customer data, but today's world requires more. 

Social CRM brings the game to where customers are most active—on social media. 

This new approach tracks sales and builds stronger relationships by interacting with customers directly and promptly on platforms like Twitter and Facebook. 

This article explores how embracing Social CRM can revitalize your customer interactions, enhance loyalty, and drive growth.

Understanding Traditional CRM

Traditional CRM (Customer Relationship Management) focuses mainly on storing and managing customer information. Common features include logging contact details, tracking past interactions, and managing sales cycles. 

This system is great for keeping data organized and enhancing communication through structured tools like email and phone calls. Its primary goal? Boost sales efficiency and foster rudimentary customer relations through calculated framework-supported interactions.

Embracing Social CRM

Social CRM extends beyond basic data management, transitioning into a space where dynamic customer engagement is paramount. It harnesses the power of social media platforms—be it Facebook, Instagram, or Twitter, creating a two-way street for communication. 

Social CRM isn't just about accumulating likes and shares; it leverages real-time dialogues and social interactions to build deeper, more meaningful customer relationships. The focus shifts from the traditional push towards sales to authentically understanding and meeting the customers’ needs through active and ongoing engagement, which naturally enhances customer satisfaction and loyalty.

Key Differences Between Traditional CRM and Social CRM

Traditional CRM is managed by traditional channels, usually from the perspective of the company. In Social CRM, the customer is in control. Conversations are initiated and ended by the customer. Here the some Key Differences Between Traditional CRM and Social CRM-

Companies can also develop new products and services, generate brand awareness, assist with selling processes, and provide peer-to-peer support after purchases using Social CRM.

The Need to Transform Traditional CRM into Social CRM

The following Facts are Essential to the needs of Specialised CRM like Social CRM instead of Traditional CRM

• Real-Time Interaction: Social CRM allows teams to engage with customers in real time. It fosters immediate communication and responsiveness.

• Personalized Content Delivery: The software enables companies to deliver personalized content. It enhances the customization of interactions and strengthens brand-customer relationships.

• Different Benefits from Traditional CRM: Social CRM offers a distinct set of advantages. It leverages social media platforms for prospect outreach. It provides more convenient customer service channels.

• Shift from Information to Relationships: In the digital age, businesses must focus on managing relationships and conversations. Not just gathering data. Social CRM facilitates engagement from consumer to consumer and company to consumer.

• Building Relationships on Social Channels: Having a strong presence on social media channels helps businesses build meaningful and lasting relationships with followers.  

• Customer Engagement and Communication: Unlike traditional CRM, Social CRM prioritizes customer engagement and communication. Utilizing social media and review platforms for interactions.

• Metrics for Success: Social CRM tools use metrics. Such as engagement, traffic, brand mentions, and follower levels to measure successful customer engagement.

• Questioning Conventional CRM: The growth of social media challenges traditional customer relationship management. It makes a Social CRM strategy with social media technology essential.

• Pathway to Prospects: Social CRM creates a pathway to prospects. It enables customers to share their feedback and experiences with a broader audience.

• Expedited Customer Service: Social CRM provides expedited customer service through preferred social media platforms. It also addresses customer concerns more efficiently.

• Adaptation to the Digital Landscape: In this digital landscape, businesses need to transform from traditional CRM to Social CRM. Because of the benefits of social media technology for effective customer relationship management.

So, you need to transform traditional CRM into social CRM to increase your business in this digital landscape. Hurry up!

Steps to Transform Traditional CRM into Social CRM

Most of the companies are B2C, such as CPGs, TV/Entertainment, call center outsourcers, universities, hotels, telecommunication companies, and banks. There are many multinational companies and big brands among these companies, some of which are small businesses in Latin America. All of them are looking for ways to engage the customer via social CRM.

Social CRM is a necessity. We developed these steps to begin implementing Social CRM after analyzing my customers' needs, watching the market, and talking to fellow analysts and consultants.

Step 1: Assess Current CRM Capabilities

Before integrating social features, understand the existing infrastructure. Understand your Conversation Map. Listen and understand the social media conversations from advocates to influencers and from detractors to consumers.

Step 2 Choose the Right Social Media Platforms 

Only some platforms are relevant for some businesses. Understand the right Social media platform for you and your customers. Because not every social platform is best for you. Reach for Social Media Platforms where you can market for your service.

This is very important. Because it refers to your current customer in your CRM system. Also marketing database or customer data. Are they on Facebook, Twitter, Instagram, Pinterest, Reddit, Quora, medium, blogs, forums external communities, etc?

Have a Social Graph of Your Best Customers. Are your best customers using social media? Can you start engaging them for your pilots? Can you engage them? What other types of customers can you engage? Again, these are known customers in your CRM system or Loyalty Program.

Step 3: Integrate Social Listening Tools

Understand your targeted customer sentiments. track mentions, and react promptly. Use the search function on each social media platform to look for mentions of your brand, products, or specific keywords.

Manually search for relevant hashtags that are associated with your brand or industry.

Step 4: Train Your Team: 

Equip your team with the knowledge and skills to manage social interactions.

Have your team ready for social media. Do you and your team have the workflow, processes, rules, data structure, training, call center, and people?  Are your team ready to manage communities and social media channels?

So, you have to train your team first for rock on social media platforms. Make your team more active, smart, and updated. Otherwise, you can't reach your goal in this competitive technological world.

Step 5: Establish a Social Media Policy

Ensure consistency and professionalism across all channels. Establish processes & requirements to meet your goals and objectives based on current needs and the analysis 

Step 6: Engage, Don’t Just Promote

Foster two-way conversations rather than just broadcasting messages. Your customers and influencers already collaborate using social media, are you ready to collaborate internally? 

Try to Engage with your targeted audience, Don’t Just Promote. Try to build a strong and awesome relationship with them. At first, Talk with them as a friend and build trust in their heart. Almost 7/10 days talk like normally. After that do your business or product marketing. 

Step 7: Regularly Update and Optimize: 

Technology and consumer behavior change day by day. So update yourself and your team and adapt accordingly. 

Without Regularly Updating and Optimizing you and your team will be backward from this digital world and this awesome technology. Because New technology has empowered consumers. 

Their access to information is unlimited, and they can demand products and services whenever they want. Social media has given consumers a bigger voice and new channels to communicate with brands. So they can share their opinions with peers.

Try to be realistic about the changing consumer behavior. Provide useful content that helps your customers in this situation. And offer products that are affordable and essential. 

Provide emotional support through your promotions. And introduce safe ways to get the products your customers need.

Improve your CRM ecosystem - this should be step 1. Try to fix what is not working today!

How Doplac CRM Delivers Unmatched Value in Social Media Management

Doplac CRM offers a comprehensive set of social media features that make managing your social media presence much easier. With a variety of features designed to save time and enhance engagement, Doplac CRM simplifies the process of creating, scheduling, and optimizing social media content.Key Features:

• Unlimited Post Creation: You can create as many posts as you need. This ensures that your content flow is continuous.
• Unlimited Post Grouping: Organize your posts into specific categories to better manage your content.
• Unlimited Post Scheduling: Schedule posts in advance to save time and keep your social media profiles consistently updated.
• AI Caption Generator: Generate captions automatically to make your posts more engaging without extra effort.
• Hashtag Generator: Get suggestions for relevant hashtags to increase your content's reach.
• Pre-made Thumbnails: Use ready-made thumbnails to enhance the visual appeal of your posts easily.
• Auto Comment Reply: Automatically respond to comments to maintain prompt engagement with your audience.
• Comment Follow-up: Track ongoing comment threads to ensure continuous interaction with your followers.
• Engagement Tracking: Monitor how your audience interacts with your posts to adjust your strategy as needed.
• Auto Reposting: Automatically repost high-performing content to maximize its impact.
• Evergreen Content Storage: Store valuable content that can be reused in the future.
• Instagram Carousels: Schedule and post carousel content on Instagram directly from Doplac CRM.
• Instagram Reel Scheduling: Plan and schedule Instagram Reels to keep your content fresh and engaging.
• Story Scheduling: Schedule Instagram Stories to maintain a consistent presence on your profile.
• Link Shortening: Simplify your URLs to make your posts look cleaner and more professional.
• Advanced Analytics: Access detailed insights into your social media performance to optimize your strategy for better results.

Overall, Doplac CRM’s social media management tool help businesses streamline their social media efforts. The features ensure consistent engagement and improved content management without the need for constant manual input. 

In addition to social media automation, Doplac CRM provides robust tools for email marketing, sales management, customer service, and more. As an all-in-one CRM, its features are designed to simplify your operations and drive business growth.

To experience these powerful features firsthand, sign up for Doplac CRM's 14-day free trial. It is a risk-free way to see how the tool can transform your social media strategy.

Conclusion

This article compares traditional CRM with social CRM and offers guidance on transforming your system to use social media to build better customer relationships.So, what’s the moral of the story? 

Traditional CRM systems, while useful for data management, are no longer enough in today's digital age. Social CRM, on the other hand, offers a more dynamic and engaging approach to improving customer satisfaction and achieving business growth.

Key Points:

• Social CRM makes it easier to reach and engage with your customers where they already are — on social media.
• Social CRM lets you talk to your customers right away on the platforms they use most.
• Social CRM helps build more genuine connections with customers by focusing on two-way communication.
• Social CRM provides metrics that focus on engagement, brand awareness, and customer satisfaction. It offers a clearer picture of a business's impact.
• Moving to Social CRM helps you stay updated with how customers expect to interact with businesses today.

So, if you want to stay ahead in today’s fast-paced world, it’s time to give your CRM a makeover. The sooner you make the switch from traditional to Social CRM, the better equipped you'll be to meet the needs of customers and expand your business reach.