Social Relationship Management Benefits

Brand Analytics – Help determine brand equity, based on brand awareness, and emotional response to a brand, Word or Mouth analysis etc.

Marketing Analytics – Determine campaign effectiveness, reaction to pricing, measure the buzz around a product from Twitter, Facebook, blogs etc.

Product Analytics – Customer satisfaction with product, common issues with the product, new uses for the product, feature requests for the product.

Operational Analytics – Branch issues, customer service issues, service delivery issues etc.

Autorespond – Respond with quick fixes, or help with known issues.

Self-Service – Customers can get answers to frequently asked questions.

Route to an Agent – Customers get personalized service when needed.

Social Dashboard – A single place to create and manage campaigns using multiple social media channels.

Analytics – SRM gives you the tools to conduct market research without paying for very larges studies.

Realtime – SRM gives you the chance to gather feedback in realtime. Track how people respond to your new product, how they’re reacting to your ad campaign, and how buzz is building for your next product.

Interaction – Engage with customers, to help solve simple problems quickly. You reach out to customers before they call you, or before they look at other products.

Participate – Include Social Media as a channel for marketing campaigns and product development projects.