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Do you have a Social CRM?

Today is challenge #80 in our 90 day Social Media journey – we’re on the home stretch! I know there’s been many challenges along the way! One of the “nicer” challenges has been – how do you manage all of your new connections?

Last week I was rewriting my speaker’s bio and I realized I’ve amassed over 5000 connections across my social networks! Now I know there is some overlap, but how best to manage all these people who are interested in what you do? I met recently with a long time social connection and friend Anyssa Carruthers from the Communication Studio. She’s given me some great ideas and insight. We thought you’d be interested in her take on this “challenge”. She calls it Lifecycle Marketing  – also know as Social CRM (Customer Relationship Management) 

Anyssa Carruthers
“Over the past year of introducing Lifecycle Marketing to people, I am still shocked how many people get a great customer and then let them go. There is so much effort that goes into getting a customer or client on social media, word of mouth, networking and I am baffled at the lack of follow up businesses do once they have the cash in the pocket when there are so many options available.

By creating a full customer lifecycle plan for your clients before you have acquired them you will create better clients, you will provide better service and have clients that will make social media so worth while as you have already planned on the content they will have the opportunity to share, the places they will need to visit online for refill order, warranty work requests,  or for a coupon for their next purchase.  With some simple planning and a great CRM like Infusionsoft or Saleforce or one of the many other programs that assist you in your sales process and follow up you will be able to automate some of that work.

  • Drive more prospect traffic without increasing spend
  • Convert customers at a much higher rate
  • Squeeze maximum value out of your existing clients
  • Grow your referral business to have people begging to be your customer!

When you are able to create a squeeze page, follow up email, customer files, sales and invoicing, fax and sms from one place you are going to be able to save time.  Many of these programs have drop and drag features now as well so once you go through their basic coaching program that is included you don’t need to always be calling a programmer to set up your next sales function.

So at your next sales meeting, sit down with your whole team and get them connected through your CRM.  From the moment you bring in a client on the phone or email, to online inquiries, sales, service and follow up and then the next sale, there should be a full plan for that client already in place before they show up.

Here’s a link to my full presentation on Youtube

If you would like me to come out and do the whole presentation for you group please contact me at The Communication Studio.ca”

Thanks Anyssa! This is quite the package and for sure takes some thought and planning. But one new customer that stays and refers others makes the whole process a no-brainer. This infographic will give you lots to think about and helped me really understand the process of how Social Media really is the key to success.

social crm

Make sure you nurture what you create and ensure your online community becomes the best field you could ever farm!

Thanks for reading this far down today – it’s a big topic!

Jonathan @jdgem

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