Social CRM (SCRM)
Today, social media is an intrinsic part of your customers’ daily lives and has fast become a core point of contact between you and your customer. Social media offer companies the opportunity to interact directly, proactively and productively with customers. A well-designed CRM system could integrate your social media platforms for maximum benefit.
- Facebook fan pages attract people who like your brand and are an organic venue for marketing and networking. Initiating and listening in on real-time conversations among users of your brand/product gives you up-to-date market data and feedback.
- Social networking sites can be used to offer teasers for products to be launched or to gain ideas for how to tweak existing products.
- Sites like WeChat and Sino Weibo can be used to enable members to seamlessly check their member accounts and to communicate with them directly on special offers and promotions.
- While the challenge of social media means that conversations cannot necessarily be controlled by the company, offering your customers a social media platform enables you to respond quickly to negative feedback and take steps to regain customer confidence.
Our Loyalty Management System (LMS) is specifically designed to capitalize on the strengths of social media. By integrating your Facebook, WeChat and Sino Weibo pages, the system enables members to access accounts and check bonus and e-Cash status, receive promotional messages and share them with friends. An analysis of members’ activities on social media offers you the chance to get to know them better and address their needs and preferences.