social crm
Definisjon
En forretningsstrategi og teknologiplattform som integrerer sosiale medier med kundebehandlingssystemer (CRM) for å forbedre kundedialog, støtte og markedsføring gjennom sosiale interaksjoner.
Synonymer3
Antonymer2
Eksempler på bruk1
Many companies use social CRM to monitor brand sentiment on Twitter; Social CRM tools help businesses respond quickly to customer inquiries on Facebook; Integrating social CRM with traditional CRM systems improves overall customer insights.
Etymologi og opprinnelse
The term 'social CRM' combines 'social', referring to social media platforms and interactions, and 'CRM', an abbreviation for Customer Relationship Management, a concept that emerged in the 1990s to describe strategies and technologies for managing a company's interactions with customers. 'Social CRM' arose in the late 2000s as social media became integral to customer communication.
Relasjonsmatrise
Utforsk forbindelser og sammenhenger
"ABC-Analyse (Strategic Method of Inventory Management)"
are concepts used in different business domains with minimal direct overlap
Account executive
An Account Executive (AE) in marketing and sales acts as the primary liaison between the company and its clients, responsible for managing client relationships, understanding client needs, and driving revenue growth. Social CRM (Customer Relationship Management) extends traditional CRM by integrating social media data and interactions into customer profiles, enabling richer insights and more personalized engagement. The relationship between an AE and social CRM is practical and strategic: social CRM tools provide AEs with real-time social listening, sentiment analysis, and customer engagement histories sourced from social platforms, which empower AEs to tailor their communication and proposals more effectively. For example, an AE can identify a prospect's recent social media complaints or interests and proactively address concerns or customize offers, thereby increasing the chances of closing deals and fostering long-term loyalty. Additionally, social CRM facilitates collaborative workflows and tracking of social interactions that AEs can leverage to coordinate with marketing and support teams, ensuring consistent messaging and timely responses. This integration enhances the AE’s ability to build trust and deepen relationships by using social insights to anticipate client needs and personalize outreach, making social CRM an essential enabler of the AE’s role in a digital, socially connected marketplace.
a/b-testing
A/B testing and Social CRM intersect in marketing and digital strategy through the optimization of customer engagement and relationship management on social platforms. Social CRM collects rich, real-time customer data from social interactions, enabling marketers to segment audiences based on behavior, preferences, and sentiment. A/B testing leverages these segments to experiment with different messaging, offers, or engagement tactics tailored to specific social customer profiles. This iterative testing refines how brands communicate and nurture relationships within social channels, improving conversion rates, customer satisfaction, and lifetime value. For example, a brand might use Social CRM insights to identify a segment of highly engaged followers and then run A/B tests on personalized content formats or call-to-action buttons to determine which approach maximizes interaction or purchase intent. The WHY is that Social CRM provides the granular, dynamic customer insights necessary for meaningful A/B test design, while A/B testing validates and optimizes the strategies derived from Social CRM data, creating a feedback loop that enhances social customer experiences and business outcomes.
Ad copy
Ad copy and social CRM intersect in the way that social CRM platforms provide rich, real-time customer insights and engagement data that directly inform the creation and optimization of ad copy. Specifically, social CRM collects customer sentiment, preferences, feedback, and behavioral patterns from social media interactions, which marketers can analyze to craft highly targeted, personalized ad copy that resonates with distinct audience segments. This dynamic feedback loop allows marketers to continuously refine ad messaging based on social conversations and customer responses tracked within the social CRM system. Moreover, social CRM enables tracking of customer journeys and responses to ads shared or discussed on social channels, allowing marketers to adapt ad copy to address objections, highlight trending benefits, or leverage social proof. In practice, this means ad copy is not created in isolation but is dynamically shaped by the ongoing social CRM insights, making campaigns more relevant and effective at driving engagement and conversions.
adoptionrate
The adoption rate of Social CRM (Customer Relationship Management) directly influences how effectively businesses can integrate social media interactions into their overall customer engagement and marketing strategies. A higher adoption rate means more organizations are leveraging Social CRM tools to capture, analyze, and act on social data, enabling personalized marketing campaigns, real-time customer service, and community-driven brand advocacy. Practically, as companies adopt Social CRM at scale, they can better track customer sentiment and behavior across social platforms, which informs targeted content creation and digital strategy adjustments. Conversely, the perceived benefits and ease of use of Social CRM solutions drive their adoption rate; successful case studies demonstrating improved customer retention and acquisition through Social CRM encourage wider adoption. Therefore, the adoption rate acts as both a metric of Social CRM’s market penetration and a catalyst for its deeper integration into marketing and digital strategies, creating a feedback loop where increased adoption enhances strategic capabilities, which in turn promotes further adoption.
Account based marketing (ABM)
Account Based Marketing (ABM) focuses on targeting and engaging specific high-value accounts with personalized marketing efforts, requiring deep insights into the account's organizational structure, key stakeholders, and their behaviors. Social CRM extends traditional CRM by integrating social media data and interactions, enabling businesses to monitor, engage, and build relationships with customers and prospects through social channels. The relationship between ABM and Social CRM lies in how Social CRM provides real-time, rich social intelligence and engagement capabilities that enhance ABM strategies. Specifically, Social CRM tools enable marketers to identify and track the social activities and sentiment of key decision-makers within target accounts, facilitating hyper-personalized outreach and content delivery. Furthermore, Social CRM supports continuous relationship nurturing by capturing social interactions and feedback, which can be leveraged to refine ABM messaging and timing. This integration allows ABM teams to move beyond static account data to dynamic, context-rich engagement, improving alignment between marketing and sales and increasing the effectiveness of targeted campaigns. In digital strategy terms, combining Social CRM insights with ABM tactics enables more agile, data-driven account engagement, optimizing resource allocation and driving higher conversion rates within prioritized accounts.
Ad creative
Ad creative and social CRM intersect in the way that ad creatives serve as the initial touchpoint to attract and engage potential customers on social platforms, while social CRM captures, analyzes, and nurtures those engagements to build deeper customer relationships. Specifically, well-designed ad creatives tailored to audience insights derived from social CRM data can improve targeting precision and message relevance, increasing engagement rates. Conversely, social CRM systems collect behavioral and interaction data from users who respond to ad creatives, enabling marketers to refine creative strategies based on real-time feedback and sentiment analysis. This cyclical process allows marketers to optimize ad creatives not just for acquisition but for ongoing relationship management, driving personalized follow-ups, loyalty programs, and customer advocacy campaigns within social channels. Therefore, ad creatives act as the front-end stimuli informed by social CRM insights, while social CRM leverages the outcomes of ad creative campaigns to deepen customer understanding and long-term engagement.
ad exchange
An ad exchange is a digital marketplace that facilitates real-time buying and selling of advertising inventory, enabling marketers to target specific audiences programmatically. Social CRM (Customer Relationship Management) focuses on managing and analyzing customer interactions and data derived from social media channels to enhance customer engagement and loyalty. The relationship between ad exchanges and social CRM lies in the actionable customer insights that social CRM systems generate from social media interactions, which can be fed into ad exchanges to improve audience targeting and personalization of programmatic ads. Specifically, social CRM platforms collect rich behavioral and sentiment data about customers, which marketers can use to create highly segmented audience profiles. These profiles can then be integrated into demand-side platforms (DSPs) connected to ad exchanges to bid more effectively on ad impressions that match these segments. This synergy allows businesses to close the loop between social engagement and advertising spend, ensuring that programmatic ads delivered via ad exchanges are not just broadly targeted but contextually relevant and aligned with ongoing customer relationship strategies. Consequently, this integration enhances ROI by reducing wasted impressions and increasing conversion rates through personalized ad delivery informed by social CRM insights.
Ad creative testing
Ad creative testing and social CRM are interconnected through their shared goal of optimizing customer engagement and personalization in digital marketing. Ad creative testing involves systematically experimenting with different ad elements (such as visuals, copy, calls-to-action) to identify which versions resonate best with target audiences. Social CRM focuses on managing and analyzing customer interactions and data gathered from social media channels to build deeper relationships and deliver personalized experiences. The relationship emerges when insights from social CRM—such as customer sentiment, preferences, behavioral patterns, and feedback collected via social platforms—inform the hypotheses and variables tested in ad creatives. For example, social CRM data can reveal trending topics or pain points among customers, which marketers can incorporate into ad messaging or creative concepts to increase relevance and engagement. Conversely, the performance data from ad creative testing can feed back into social CRM systems to refine customer profiles and segmentation by identifying which creative elements appeal to specific audience segments. This iterative loop enhances targeting precision and customer experience, making marketing efforts more efficient and effective. Practically, integrating social CRM insights into ad creative testing enables marketers to tailor ads that align closely with customer expectations and social context, while the testing outcomes help validate and enrich social CRM data, creating a data-driven, customer-centric marketing strategy.
Ad format
Ad formats—such as video ads, carousel ads, or interactive ads—serve as the primary touchpoints through which brands engage with customers on social platforms. Social CRM focuses on managing and analyzing customer interactions and data gathered from social media channels to build stronger relationships and deliver personalized experiences. The relationship between ad formats and social CRM is actionable and cyclical: social CRM insights about customer preferences, behaviors, and sentiment enable marketers to select or design ad formats that resonate more effectively with target audiences, increasing engagement and conversion rates. Conversely, the performance data and customer responses collected from specific ad formats feed back into the social CRM system, enriching customer profiles and enabling more precise segmentation and targeting in future campaigns. For example, if social CRM analytics reveal that a segment responds better to interactive ads, marketers can prioritize those formats to deepen engagement. This integration allows for dynamic optimization of advertising strategies based on real-time social CRM data, making ad formats a tactical execution lever informed by social CRM intelligence, while social CRM benefits from the rich behavioral data generated through ad interactions.
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