Thanks to social media, customers can now quickly and easily share their experiences with millions of people online. This includes feedback about companies everywhere, both positive and negative. It’s a powerful tool that creates transparency for both business and consumer alike.

There’s no better time for your business to put technologies in place that take advantage of these social trends and connect to your customers where they are. Social customer relationship management (CRM) is a conversation-driven platform that helps you see who is talking about you online and what they are saying.

Businesses use this tool to get closer to customers and to capitalize on the chatter around their brands, products, and services. Here are just a few of the ways Social CRM can benefit various departments at your company:

1. Customer Service

Using social CRM, any business can turn their social network into a customer service touchpoint. Instead of automated systems or call centers, your team interacts directly with customers on social media, where they already their spend time. One study shows that the average person using social media to get customer service will spend 21% more with a brand if that service is “excellent.”

2. Marketing

Marketing departments can save money by using Social CRM to highlight the indirect pathways to customers via online social channels. They can also monitor campaigns to pinpoint what is and isn’t resonating with their target audience. 43% of all marketers found a customer via LinkedIn and 52% have found a customer through Facebook.

3. Sales

Social CRM lets you track each customer’s progress and location within the sales funnel so the sales team can create a personalized experience for each one, rather than using the traditional CRM blanket approach. Social CRM has been found to make salespeople almost 12% more productive.

For much more on how Social CRM can help your business better connect to customers, click the button below.