What’s the Difference between Traditional and Social CRM Software?
A traditional CRM system plays a key role in improving business-customer relationships. It simplifies access to critical customer data and improves operational efficiency.
However, companies and brands are now using social media to connect with potential customers. Also, 55% of consumers learn about new brands through social media platforms. Considering this fact, you need to use CRM with built-in social media functionalities.
Traditional Vs. Social CRM Software
1. Purpose
A traditional CRM software is designed to organize, track and manage data of prospects and existing customers in an attempt to increase sales. It collects customer data from different sources, allowing you to create a centralized database of information.
A social CRM, on the other hand, provides information about customers that are discussing your brand on social media platforms like Twitter, Instagram, and Facebook.
Social CRM focuses on customer interactions and relationships that are happening on social media platforms. You know exactly what consumers are talking about your business on social media.
Social CRM benefits will allow you to build relationships with prospects through social media channels.
2. Mode of Communication
A traditional CRM uses conventional modes of communication to contact prospects and customers. This includes phone nos. and emails to keep track of customers.
On the other hand, social CRM taps into social media to target potential customers.
Many companies connect their CRM account with a social media account which helps them to understand their prospects and customers and collect their valuable feedback about your business via social media channels.
3. Customer Engagement
With the integration of CRM, you can make a sale by digging deep into customer insights. It provides information on customer behavioral patterns and their buying habits. This helps to identify appropriate sales opportunities and create a personalized sales pitch to boost conversions.
Traditional CRM involves finding the right contact and then promoting the products and services.
Social CRMs are designed to build and track interactions on social media. It facilitates two-way interaction that translates into meaningful discussions between the company representatives and customers. For instance, if your customers are discussing the benefits of your business product with their friends over Facebook or Instagram, you can easily track this information using social CRM.
4. Who is Handling the CRM?
eCommerce and CRM are made for each other. The customer support, sales & marketing team uses traditional CRM systems to segment customers, understand their needs, and provide better customer service. Their working hours are usually from 10 A.M. to 6 P.M.
Whereas social CRMs are used by social media specialists and PR managers to generate awareness about their organization on Facebook, Twitter, Instagram, etc. They don’t have any stipulated working hours as customers access social media platforms 24/7.
With a social CRM solution, you can instantly get customer feedback on social accounts which can help to improve your products and services.
Conclusion
The traditional methods of marketing and selling have been eclipsed by the social approach. So it’s necessary to pick conventional CRM systems that have built-in social media features. Social CRMs enable you to create worthwhile interactions which can go a long way in closing deals.
