Social CRM, as technically defined, combines the capabilities of social media along with CRM technology to help companies in better serving the customers. But actually, how do companies achieve this? It is indeed obvious that simply linking social media data to accounts would not give more meaningful results unless you get your hands wet developing robust software that incorporates social selling features and smart analytics. In fact, there’s even more to it. The best solution is the one that provides the most seamless integration between social media activities and the company’s existing back-end systems. That is what the true-blue impact of Social CRM can bring about.
Capabilities of Social CRM tool
As with any software, the features of SuiteCRM tools also differ from product to product, ranging from social media profile access to social media monitoring activities. To decide which tool suits your business requirements, you must consider the following additional capabilities:
- Enhanced Customer Profile: SCRM tool should help in analyzing the customer profiles in an enhanced and customizable manner.
- Enable social listening: The tool should help in digging through to understand customer requirements with the help of comments, posts, links, and so on.
- Analysing sentiments: This entails tapping the customer sentiments by their mood, tone of writing and issues.
Social selling and marketing: The tools should help in pinpointing the prospective buyers by understanding their interest and requirements.
With tremendous competition in the market, many software vendors are trying to make their products stand out from competitors. You need to look beyond the glamour and dig deeper to understand which one suits your requirements.
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Trending software tools and their functionalities
Nimble brings in the functionality of automatically updating the information about existing and prospective customers from across a plethora of widespread data sources. It imports and merges the information from Google, IMAP, Skype and social media websites like Facebook, Linked In, Twitter, and so on. This provides a unified place for the business users to read and respond to using the required information. Thus, Nimble makes the relevant connection between social media sites and provides a single seamless bridge to the users who need the comprehensive data the most.
Batchbook helps businesses to pull data from the tool and establish a long-term and meaningful relationship with customers. With this SCRM tool, you can easily create customer relationship history and track conversations through email, Twitter, Facebook or LinkedIn. This software helps users to save the conversations as communications and create a to-do list of items pending with certain customers. This is fabulous for keeping context alive from one engagement to another across omni-channels.
Salesforce is one of the most powerful cloud-based CRM tools for high performance. It provides a number of cloud-based features designed to boost sales, increase productivity from anywhere and grow more. This software is meant for companies of all sizes, big or small, and can be expanded or contracted as per the needs of the organization. The service cloud gives managers to see critical business activities from a real-time dashboard which is accessible from phones and tablets. Its SCRM integration is quite robust.
- Microsoft Dynamics CRM
Microsoft Dynamics CRM is the top choice for many companies because of its ability to integrate seamlessly with Microsoft programs. This tool helps businesses to track leads, drive sales, automate fields, and improve operations using enterprise-ready business applications from both on-premise and cloud-based services. Microsoft Dynamics can help in planning, creating, executing, and managing the marketing activities so that the marketing executives can focus on innovation. With SCRM capabilities, this becomes a force to be reckoned with!
- Zoho CRM
Zoho is a multichannel CRM platform for integrating email, phone, and social media activity within the same dashboard. It is a cloud-based application that means it can be accessed from anywhere, on-the-go This tool attracts businesses whose goal is to streamline their day-to-day activities. Collaborations of tasks, calendars, email correspondences and document creation are well integrated with Google Applications in all Zoho applications. This tool is great for businesses who want to close more deals in less time.
Pipedrive is the winner of the Best CRM Software Award for 2016. Pipedrive allows the systematic presentation of the prospective deals that you would want to prioritize so that no deals fall through the cracks and close them. Setting up an account with Pipedrive takes only a few minutes and thus it is less time-consuming as well. Rapid switching between multiple modules is possible in Pipedrive which guarantees no side effects in the quality of service.
This is a popular CRM tool that lets you access social media from within the system. In a bid to help businesses increase the productivity of their customer-facing users, the software allows direct dashlets from social media platforms like Twitter. It allows plugins from email platforms like Outlook, Google, and Lotus as well as live meeting tools like GoToMeeting, LotusLive etc. for a comprehensive engagement with the customers and workforce team collaboration from a single point.
Choosing the Best
Though all the above are strong as individual tools, obviously all may not be the best fitment for you. To choose the best, you need to find out the firms who have implemented these solutions. It is best to do your homework and get all the information about the product, its performance, scalability, Return on Investment (ROI). Get a reference from the other software providers for the calibre of software and service provided and references from other customers. Another important aspect to consider is a free trial version. Many software tools are available for free trial for a definite time period. This can be used as a Proof of Concept (POC) that you can install and test for yourself. This is a cheaper and smarter way of understanding if it meets your business needs.
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