Customer expectations have evolved with technology and social media. Your customers value the option to contact you in a manner that’s most convenient for them, and social media is growing in popularity as a means of getting their questions answered. Using a CRM with social media integration is a must for any business looking to enhance customer experience and marketing efforts.

In this guide, you’ll learn how a social media CRM can help your business achieve its goals. We’ll also provide some best practices for using the powerful monday.com Work OS as a social media CRM system.

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What is a CRM with social media integration?

Customer relationship management software (CRM) tracks all the communication your business has with a customer via telephone, email, or live chat. A CRM with social media integration takes things to the next level by tying in all social interactions you have through your social channels, such as Twitter, Facebook, and Instagram.

For example, if your customer sends you a DM through your Instagram account, the conversation is visible in your CRM, along with emails, phone calls, and live chats.

A social media CRM streamlines all interactions your customer has with your brand into one location, so it’s easy to refer back to past conversations.

Social customer relationship management is a necessity for achieving your business’ customer support and marketing goals.

What goals can CRM with social media integration help you achieve?

Routing your social media management through your CRM is more efficient than keeping them separate. There are many benefits to social media CRM integrations that can positively impact your business.

Provide better customer support

Using a CRM with social media integration reaches customers wherever they’re hanging out online. Many customers prefer using social media to contact a company when they require support — it’s more convenient, and they don’t have to search for your contact details.

A social media CRM keeps all these interactions in one place. Customers won’t have to repeat themselves when contacting you about a recurring or past issue because a CRM stores their entire conversation history in chronological order.

A better understanding of your customers

Social media provides rich data about your customers, including other brands they follow, the posts they interact with, and how they communicate with your company. Integrating social media into your CRM teaches you their buying habits, opinions about your brand, and personality traits.

In turn, your marketing team can create more detailed buyer or user personas for targeted marketing campaigns. They can learn about customer pain points and market specific solutions to them at the right time. Your sales team can leverage this data to predict their future buying needs and generate new, more valuable leads.

Build trust in your brand

A CRM with social media integration helps increase engagement with your customers. Customers value authentic interactions with brands, so providing quick replies and getting involved in conversations reveals the ‘human’ side of your business.

With your goals in mind, let’s explore some best practices when implementing a social media CRM to achieve the best results.

Best practices for using a CRM with social media integration

Measure social media metrics

Social media metrics can be incredibly effective at enhancing your marketing, sales, and customer support performance.

Key metrics to analyze include:

  • ROI: The amount you invested through social media campaigns vs. the amount of profit you’ve made
  • Audience demographics: Your followers’ age, gender, location, etc.
  • Engagement rate: The total number of likes, comments, shares, saves, and reactions compared to the number of followers you have — engagement is far more valuable than the number of followers alone
  • Conversion rate: How many sales, click-throughs, or visits you’ve made through social media

Ensure your brand voice is cohesive

To build trust and positive relationships with your customers, you’ll need to stick to your brand voice everywhere they come into contact with your company. That means content across your social profiles, emails, and live chats needs to have the same emotional tone and personality.

Enable social listening

Customers like to talk. Although they interact with you through direct messages and comments on your social media posts, they also mention their experiences with you without deliberately involving you at all. For example, this could be in a comment on a competitor’s post or a Twitter thread with other customers.

Enabling social listening tools keeps you aware of what people are saying about your brand online — whether they tag you or not. Use it to identify pain points or complaints, find out what your competitors are doing, and get involved in relevant conversations with potential customers to increase engagement.

Achieving your business goals is easier with a CRM that includes social media. To keep everything in one place, you need a robust and flexible Work OS.

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Using monday.com as a CRM with social media integration

Every business has different needs when it comes to managing projects and processes. The monday.com Work OS houses your customer conversations, lead generation, and marketing campaigns in one place to make managing customer relationships easier and more efficient.

Each team can monitor, track, and edit projects all in one place and even set reminders and due dates for specific tasks. Your sales, marketing, and customer support strategies are manageable in real-time using our cloud-based Work OS and utilizing templates and integrations.

For example, the customer support team can refer to a customer’s social media messages instantly while in a live chat conversation. The marketing team can analyze follower demographics when building a buyer persona.

How can you empower your teams to create effective social media strategies that improve customer support, sales, and marketing? There are monday.com templates for that.

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Related templates to CRM with social media integration

Your social media CRM is even more effective with a strong social media strategy. Our monday.com templates help you plan and manage the content calendar for your social media channels.

Social media calendar template

Our calendar template enables you to manage your entire social media strategy across all platforms. Simply connect your social media platforms and add your content, actions, and designs with publishing dates. You can assign tasks to team members and view outstanding tasks in a checklist or calendar view.

Social media planner template

Writing and designing your social media content is only half the battle. With our planner template, you can get an in-depth picture of your social media analytics, post impressions, and content calendar in one place. Schedule your content across all social media platforms, and measure the performance once they’re published.

Your team can even attach design assets and assign tasks to other team members to keep posts accurate and on time.

Templates can get you started on the right track to creating an impactful social media presence. How can you use these in conjunctions with a social media CRM for the best results? We’ve answered some common questions.

FAQs about CRM with social media integration

How does social media affect CRM?

Integrating social media channels into your CRM combines and tracks communication through platforms, such as Facebook and Instagram, in the same way as traditional channels, such as email and phone calls. Converging all these channels helps customer support, sales, and marketing teams understand customers better, create better customer profiles, and offer quicker, more efficient service.

What are the benefits of social media tools for relationship management?

Integrating social media tools in your CRM improves the relationship with new and existing customers by updating all communications across every channel and platform in real-time. Simultaneously, sales and marketing teams build a clearer idea of your audience and how well certain posts are performing.

Elevate your customer relationships with monday.com as a social media CRM

While customers appreciate prompt and friendly service, they also expect your business to help them on the platform of their choosing. A CRM with social media integration can help your teams manage and nurture customer relationships by accessing all communications in one place. Marketing teams learn more about customers using the rich data provided by social media and tweak marketing campaigns to be more effective.

monday.com empowers your teams to build successful customer support and marketing strategies all in one place with our robust Work OS and flexible templates.