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Effectively Managing Customer Relationship over Twitter

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It didn’t take long for businesses to figure out how they can leverage on social media to promote their brands, products and services. And while experts say that social networks are not really meant to make sales, these channels are quite effective in building rich and meaningful relationships with a brand’s stakeholders online.

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									   Effectively Managing Customer Relationship
                  over Twitter
It didn’t take long for businesses to figure out how they can leverage on social media to
promote their brands, products and services. And while experts say that social networks are
not really meant to make sales, these channels are quite effective in building rich and
meaningful relationships with a brand’s stakeholders online. And as every social media
company knows, strong customer relationship is an important conversion precursor.

Twitter is one of these social channels where relationships can effectively be forged
between a business and its audience online. Proof to that is how the New York Fire
Department was able to reach out to those who are in need of assistance amid the chaos of
Hurricane Sandy. If a business wants to know how it is being perceived by the market or the
public in general, a reputation management company can easily run a conversation audit in
Twitter.

So, the question whether Twitter is a good tool for customer relationship management
online or not is out of the picture. The more pertinent question a social media company
faces is how to effectively manage these relationships? While a robust CRM tool that would
encompass every social platform is already in the works, there are existing tools such as
Commun.it to help businesses efficiently manage customer relationships in Twitter.

Segmenting People Based on Their Twitter Clout

The fact is, with thousands of users following you on Twitter or mentioning your brand,
something has to give and things will fall through the crack. Unless of course if you hire a
social media company who can dedicate tens of social media managers to manage your
account.

The great thing about Twitter relationship dashboards is that you will be able to segment
your Twitter community based on their clout in the said social space would make
relationship management relatively easier. For instance, a reputation management
company can zoom in on the influencers or those whom your followers regard as influential
and key opinion leaders.

Get an Idea on Who to Follow and Not to Follow

One pitfall that a brand or even a seasoned social media company can commit on Twitter is
thinking that they don’t have to follow their followers. Here’s a quick wake up call: Tweeting
is actually conversing in 160 words or less so, not following your followers is missing on the
other 50% of the conversation equation. This is especially important for a reputation
management company wherein every negative word said on social networks is a seed of a
crisis.
However, following all your followers is also impractical, not to mention unnecessary. The
good thing about a Twitter relationship management tool is that it is able to flag you with of
your followers you should definitely keep track of, those who you should consider following
and those that you should not follow.

Engagement Monitoring and Lead Generation

Effective CRM is to some extent, building history with your audience. Through this tool, a
social media company will be able to archive all conversations that you had with a specific
user. Additionally, this system will allow you to generate a list of all keywords, terms and
sites that are connected to your brand and cull Tweets efficiently.

Additionally, this tool can generate a list of all Twitter users who have used a particular term
and from here you can grow your database and expand your community.

Author is an Internet marketing expert and wants to share his knowledge with people who
are about to hire a social media company LA, San Francisco for their business. He has also
given words to many articles where one can find the latest trends popular in SEO and social
media marketing companies.

								
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