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The Social CRM – A New Way to Reach Your Customers

Posted by in Social Media Marketing

What is a Social CRM? A lot of companies are now tapping into Social Media marketing and leveraging from the vast opportunities that come with it, most evidently the potential to reach a larger audience. But how do you keep track of all these potential customers? And how do you even know if you have caught their attention? Now is the best time to introduce the Social CRM system.

First what is a CRM?
A Customer Relationship Management (CRM) system is fundamentally your contact list of all the people you know, how you met them, and how you interact with them. The list can be further sorted and broken down to leads, prospects, friends, existing customers, or even business partners. The system is designed to create a process around how a company interacts with its customers, with a view to close a sale, provide better customer service, and for generating new leads.

So then what is a Social CRM?
The Social CRM evolved from the traditional CRM, and it takes into account many of the social aspects that come with social media marketing. As you can appreciate, there are a myriad of factors which include microblogging platforms such as Facebook and Twitter, conversations that you hold with customers on these platforms, and also the conversations that your customers have between each other! Even though you are not directly involved, your company has the ability to, and should be, listening to the buyer personas. On top of that, you will need to also consider the existing and developing relationships amongst your customers.

See this example from Chess Media Group:

The Evolution of CRM to Social CRM
The Evolution of CRM to Social CRM

Now that we have a vague idea of what a Social CRM is, how can your company leverage off all the information that can be collected? From all the relationships and conversations that you see form and evolve with your service or product as the basis? Who should you focus on? We know that Social Media is a great way to reach a mass audience, so how do you ensure you have the right infrastructure to capture this information?

If you want to learn more about Social Media Marketing, E-Web Marketing can show you exactly what you need to drive more traffic and leads to your website. Your consumers are your clients – and at E-Web Marketing your clients are effectively who we want to be looking after.


's role as a Campaign Manager is to coordinate multi channel online marketing campaigns and strategies to increase traffic, enquiries, sales or revenue, depending on what the campaign goals and objectives are. Kevin has a passion for mobile and technology which has helped him become a leader in mobile marketing strategies, tools and news.

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