Module 6: Social Media and CRM-

6.1 Introduction to Social Media and CRM

  • The intersection of social media and customer relationship management (CRM).
  • The impact of social media on customer behavior and expectations.
  • Leveraging social media for business growth.

6.2 Social Media Listening and Monitoring

  • The importance of social media listening.
  • Tools and techniques for monitoring social media conversations.
  • Identifying trends and sentiments in social media data.

6.3 Social Media Engagement Strategies

  • Creating a social media engagement strategy.
  • Building and nurturing online communities.
  • Managing customer interactions on social platforms.

6.4 Social CRM Tools and Platforms

  • Overview of Social CRM software and platforms.
  • Integration of social media data with CRM systems.
  • Using social CRM tools for customer insights.

6.5 Customer Support on Social Media

  • Providing customer support through social media channels.
  • Handling customer inquiries and complaints on social platforms.
  • Turning negative interactions into positive experiences.

6.6 Social Media Advertising and Promotion

  • Advertising and promotional strategies on social media.
  • Targeted advertising and audience segmentation.
  • Measuring the ROI of social media campaigns.

6.7 Social Media Content Strategy

  • Developing a content strategy for social media.
  • Content creation and curation.
  • Scheduling and posting content effectively.

6.8 Social Media Analytics

  • Analyzing social media data and metrics.
  • Key performance indicators (KPIs) for social media.
  • Using analytics to refine social media strategies.

6.9 Social Media Crisis Management

  • Preparing for and managing social media crises.
  • Responding to negative publicity and viral incidents.
  • Rebuilding trust and reputation.

6.10 Social Media Policy and Compliance

  • Creating social media policies for employees.
  • Compliance with regulations (e.g., GDPR, FTC guidelines).
  • Data privacy and security considerations on social media.

6.11 Influencer Marketing and Advocacy

  • Leveraging influencers in social media marketing.
  • Encouraging customer advocacy and brand evangelism.
  • Measuring the impact of influencer campaigns.

6.12 Social Media Trends and Emerging Technologies

  • Current trends in social media marketing.
  • The role of emerging technologies (e.g., VR, AR, live streaming).
  • Staying ahead of the curve in social media.

6.13 Case Studies and Best Practices

  • Analyzing real-world examples of successful social media and CRM integration.
  • Best practices in social media engagement and customer relationship building.
  • Learning from organizations with strong social media strategies.

6.14 Assessment and Evaluation

  • Methods for assessing the effectiveness of social media and CRM integration.
  • Key performance indicators (KPIs) for social media ROI.
  • Continuous improvement in social media and CRM strategies.