Social CRM allows sales and marketing teams to identify which leads may be most easily converted to a sale. A customer that goes from being a visitor to your page to clicking on an informational video is a good potential lead.
The impact of social CRM can be felt in your customer service department. Your customer call center should experience fewer calls as your customers become comfortable interacting with your sales reps over social media. When they do call in to talk with a customer service rep, social CRM allows the customer service rep to see all of the previous interactions that have occurred between your organization and the customer.
No longer will you need to mail flyers or make special phone calls. Through social CRM you can target customers for a particular promotion and then announce it via social media. Your customers have the opportunity to “like” or respond in a comments section, giving you immediate feedback about the quality of your promotion.
Social CRM allows you to analyze the responses and behaviors related to potential opportunities with existing customers. If they are experiencing a problem related to your product or service, social CRM gives you the ability to address the problem before your contact shops around for another vendor.