How CRM and social media integration generates engagement
Posted: Sun Feb 02, 2025 5:40 am
CRM and social networks , when integrated, have what it takes to increase interaction between customers and companies. This type of relationship, especially in such a competitive market, is vital for companies to grow and drive new business.
Today, companies have come to understand that it is not enough to simply have good management and well-defined internal processes. For them, their priority must be to focus on the needs and desires of their customers. After all, without people to consume the products and services that these companies have to offer, their survival becomes very difficult.
With the expansion of broadband and technologies such as 4G, as well as the popularization of smartphones, the public has increasingly turned to social media. While these virtual communities were once just a means of connecting with friends and family, they now serve, above all, to interact with companies.
Even the famous SAC – Customer Service – has migrated from call qatar whatsapp data centers to Instagram direct messages . For many people, especially younger people, being on a long phone call with a company is a tiring and inefficient experience.
In this scenario, it is essential for any business, regardless of size, to work on different strategies for digital media. Furthermore, with the integration between CRM and social networks, it is possible to better analyze the profile of these customers, who are very different from each other.
This way, a company can create tailored content for each audience and, consequently, increase engagement.
For those who want to understand what CRM – Customer Relationship Management – is, it can be defined as a series of processes that improve customer relationships.
The term is old and was used long before the Internet became widespread. In the past, the work was largely manual. However, today, this data about customers is stored automatically in software hosted in the cloud.
Together, CRM and social networks make highly relevant data available to companies for communication strategies, digital marketing and even sales prospecting .
The way this information is collected also influences business productivity. After all, when these customers or leads interact with companies through social media and email, the system automatically registers them.
This data includes the name, transaction history, demographic information, such as city of origin, among other fundamental elements to better understand the target audience.
CRM and social networks: significant attributes
Before analyzing how CRM and social networks can promote engagement, it is necessary to point out relevant characteristics about this integration in the day-to-day of companies.
1 – Analysis of customer feedback
The comments section on social media is an essential source for understanding consumer profiles. Through CRM, a company can analyze what each customer has written about their relationship with the company.
This information, which at first seems irrelevant, can actually indicate the best path for a given strategy.
Furthermore, if the customer asks a question via social media, the company can quickly send a response, thus increasing customer satisfaction.
2 – Increased brand exposure
The more a company uses social media to promote its brand, the greater the exposure to consumers.
Therefore, when using a CRM, you have access to automatically generated data and reports, ideal for identifying which content generates the most engagement and which should be worked on better.
CRM and social media: engagement every day
CRM and social media: engagement every day
As mentioned at the beginning of the text, today, social networks are crucial for companies to maintain good relations with customers. After all, it is their favorite place to show what they like about a company and what they dislike.
As if opinions weren't enough, frequency also needs to be taken into account. Many of these consumers interact with companies every day, which makes the mission of building relationships with the public much more meaningful.
That's why CRM is such an important tool for analyzing customer behavior. In the past, if customers were dissatisfied with a product or service, only people close to them would have the chance to know this information.
Nowadays, as companies know very well, social media has only increased the power to reach consumers.
Therefore, the combination of CRM and social media is essential for a company to stay informed and proactive about customer needs. In addition, the marketing department can use this integration to connect with other platforms.
The integration between CRM and social networks has transformed the way companies serve their customers
Before the Internet, consumers had many difficulties in interacting with a company. There were few options. Most of the time, the only option was to go to the point of sale or make a phone call during business hours.
Nowadays, messaging and social media apps, such as Facebook Messenger, Telegram, Instagram and, above all, WhatsApp, are consumers' favorite channels for initiating customer service. The latter, by the way, deserves a more in-depth analysis.
WhatsApp, an app owned by Facebook, is listed by a study as the most downloaded app in Brazil. According to the research, it is present on 99% of smartphones in the country.
Today, companies have come to understand that it is not enough to simply have good management and well-defined internal processes. For them, their priority must be to focus on the needs and desires of their customers. After all, without people to consume the products and services that these companies have to offer, their survival becomes very difficult.
With the expansion of broadband and technologies such as 4G, as well as the popularization of smartphones, the public has increasingly turned to social media. While these virtual communities were once just a means of connecting with friends and family, they now serve, above all, to interact with companies.
Even the famous SAC – Customer Service – has migrated from call qatar whatsapp data centers to Instagram direct messages . For many people, especially younger people, being on a long phone call with a company is a tiring and inefficient experience.
In this scenario, it is essential for any business, regardless of size, to work on different strategies for digital media. Furthermore, with the integration between CRM and social networks, it is possible to better analyze the profile of these customers, who are very different from each other.
This way, a company can create tailored content for each audience and, consequently, increase engagement.
For those who want to understand what CRM – Customer Relationship Management – is, it can be defined as a series of processes that improve customer relationships.
The term is old and was used long before the Internet became widespread. In the past, the work was largely manual. However, today, this data about customers is stored automatically in software hosted in the cloud.
Together, CRM and social networks make highly relevant data available to companies for communication strategies, digital marketing and even sales prospecting .
The way this information is collected also influences business productivity. After all, when these customers or leads interact with companies through social media and email, the system automatically registers them.
This data includes the name, transaction history, demographic information, such as city of origin, among other fundamental elements to better understand the target audience.
CRM and social networks: significant attributes
Before analyzing how CRM and social networks can promote engagement, it is necessary to point out relevant characteristics about this integration in the day-to-day of companies.
1 – Analysis of customer feedback
The comments section on social media is an essential source for understanding consumer profiles. Through CRM, a company can analyze what each customer has written about their relationship with the company.
This information, which at first seems irrelevant, can actually indicate the best path for a given strategy.
Furthermore, if the customer asks a question via social media, the company can quickly send a response, thus increasing customer satisfaction.
2 – Increased brand exposure
The more a company uses social media to promote its brand, the greater the exposure to consumers.
Therefore, when using a CRM, you have access to automatically generated data and reports, ideal for identifying which content generates the most engagement and which should be worked on better.
CRM and social media: engagement every day
CRM and social media: engagement every day
As mentioned at the beginning of the text, today, social networks are crucial for companies to maintain good relations with customers. After all, it is their favorite place to show what they like about a company and what they dislike.
As if opinions weren't enough, frequency also needs to be taken into account. Many of these consumers interact with companies every day, which makes the mission of building relationships with the public much more meaningful.
That's why CRM is such an important tool for analyzing customer behavior. In the past, if customers were dissatisfied with a product or service, only people close to them would have the chance to know this information.
Nowadays, as companies know very well, social media has only increased the power to reach consumers.
Therefore, the combination of CRM and social media is essential for a company to stay informed and proactive about customer needs. In addition, the marketing department can use this integration to connect with other platforms.
The integration between CRM and social networks has transformed the way companies serve their customers
Before the Internet, consumers had many difficulties in interacting with a company. There were few options. Most of the time, the only option was to go to the point of sale or make a phone call during business hours.
Nowadays, messaging and social media apps, such as Facebook Messenger, Telegram, Instagram and, above all, WhatsApp, are consumers' favorite channels for initiating customer service. The latter, by the way, deserves a more in-depth analysis.
WhatsApp, an app owned by Facebook, is listed by a study as the most downloaded app in Brazil. According to the research, it is present on 99% of smartphones in the country.