What is Social CRM Listening and Why is it Important for your Business?

Byoffice24by7

Social media channels are a great option for businesses to mark their presence. If you are not active on social media, it means that you are losing out on something very important. There is a lot of data, insights that you can gain from social media and you just cannot afford to miss that irrespective of your business size. A social CRM can be your reliable partner in this process.

Do you know that two-thirds of marketers agree that social CRM listening has increased their brand value in the past year! Yes, that is the kind of impact that social media can leave on your brand.

  • What is Social Listening?
  • Important Social Listening Tips you Need to Know
  • Wrapping it Up

What is Social CRM Listening?

It means listening to your customers on social media. You know people talk about different brands on social media by mentioning the brands and also without mentioning at times! You can use social media listening tools like CRM and monitor these conversations.

It has two steps: 

  1. Monitoring the mentions, tags, keywords, competitors, products or services that are related to your brand.  
  2. Analyze the data that you have garnered via social monitoring and use it to get better at your business, this can be by responding immediately to your customer concerns or by liking, reposting a happy review shared by them.

Social listening is never the same as social monitoring. With monitoring you are just going to get the required numbers, with listening alone you are going to understand your customers sentiment and provide your service accordingly. 

Important Social CRM Listening Tips you Need to Know

Having reliable social CRM listening tools like Office24by7 at your perusal isn’t going to fetch you results if you don’t have tips and tricks up your sleeve on how to use it. Here are some of the tips that you should know about.

Look out for Right Words and Topics

This is quite important for the brands out there. You need to know about all the right keywords and topics that are shared online. These keywords may change overtime however, once you start monitoring the topics you can listen to your customers talking about the brand.

Things that you need to lookout for-

  • Brand name, mentions, tags and handles
  • Competitor brand name, mentions, tags, product names and handles
  • Your product/service names
  • Buzzwords used in the industry
  • Campaign names and keywords
  • Any slogans that you have and also your competitor slogans
  • Name of the important people in your company like CEO, CFO, etc.
  • Hashtags related to your brand or competitors

Be Active in the Right Places

When we talk about social media, there are so many channels and you may not have your customers spread across all of these. You will waste your resources if you focus on everything and spread your social marketing team thin. So, it is important to identify the platforms where your target audience and customers are present and be there.

For any kind of business, Twitter is one such platform where they have to be present. Most of the customers go to Twitter with their grievances and also to praise, so make sure to be on Twitter irrespective of your business and its type. 

For remaining platforms, you analyse and plan accordingly. 

Stay Alert Regarding the Changes

When you start using social CRM listening feature to the fullest, you will understand what kind of brand sentiment you have on social media. If there are any changes in this brand sentiment as in if people are engaging in different ways, using other keywords, etc. you have to know about it immediately.

So, switch on the alerts related to these changes and plan your strategy accordingly. 

Wrapping it Up

These are just some tips that are essential for social listening. If we dig deep into this topic and talk about social CRM, there is a lot to discuss. We have curated a detailed blog What is Social CRM? covering all of the topics that are there about social CRM. Check it out once. 

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