Facebook today is the most significant social CRM platform and a powerful marketing media. Through Facebook you get closer to your customers and prospects like never before.
It is only natural that we use it as a social CRM tool. Facebook offers many tools for promoting your businesses on the social network; the profiles, the texts and available pictures and videos, chat functions and the whole set of likes and followers.
But how can you use this platform for your business goals? Let us review a few of Facebook applications and features and how they are considered as social CRM tools.
Facebook as Social CRM Tool – Start with the Strategy
There are many ways and tool that you can associate your Facebook profiles with your CRM system and incorporate data from your account. But each department has its own needs; the marketing uses the Facebook as a sales channel, the sales follow conversations and instantly convert them into future business prospects and the design and development may get customers feedback regarding features of products or services.
The list of tools and solution that support integration of a CRM system and the Facebook account is enormous and growing daily. This is why you need to take a minute before you start or even after you already started and define what you expectations from Facebook are, what are you trying to promote and who in the organization will carry out this strategy.
Facebook Profile – Logo or Face?
Creating profile is the first step after creating an account in Facebook. This profile is the new visit card of the 21th century. And you may have only one profile per account. First of all pay attention to the Facebook basics for business (link at the end of this article).
The most common thing to do is to copy pictures and texts form your website. This is not wrong. But is this part of your social CRM strategy? Think about it – a Facebook profile will be friended and will be followed.
This is why personalizing the profile may be a good thing. Facebook is the platform where people present themselves personally(!!) And this is where the formal and personal merge together and make the professional discussion easier. In other words the users of Facebook are expecting a face not a logo. Branding of employees might be another strategy. Even people like Barack Obama personalized its campaign through Facebook.
The Facebook Fan Page
The Fan pages offer unique tools for connecting people on topics and themes they have interest in. Like a fan page for Madonna. As a profile owner you may admin as much fan pages as you wish. Organisationally the Facebook fan page is created by a user – the admin, with a profile and has other profile liking it or not.
These fan pages is the tool for promoting your products, services, events etc. If you are planning a marketing campaign in the near future – you must consider the Facebook fan page. Let us say that rn a club and you are organizing an event – this is where you shall publish your event. Your followers will be informed and push the information forward to their freinds.
Facebook Groups
The Facebook group is another effective marketing tool. By creating a group you share items, information and experiences with other user with the same interests. You decide who will be a part of the group.
With the group you actually summon various customers and prospects together in one environment and you can provide them with useful tips or marketing information.In order to illustrate the social CRM affect of the group I want to tell you about my friend who owns a recording studio. His goal was to get more musicians to come to his studio and record. He created the next groups on Facebook – Rock Drummers group, Madonna wanna be group, Freddy Mercury wanna be group, I am getting married and want to record a song to my beloved group.
Each member of these groups is a potential or an existing customer. They discuss of how to set the microphones to record drums, which sound effects uses Madonna and what will be the best song to play on your wedding. the possibilites are endless….
Take a look at the next Facebook instructions for busienss.
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