What Is a Social CRM Specialist?

The existence of social media affected all marketing and sales processes. Customer relationship services affected from this a lot and led to the birth of a new CRM type. Especially, the increasing number of active users on social media platforms and the fact that social media platforms evolved into a preference and experience-sharing platform caused an increase in importance given to social network platforms. Indeed, social mediums became platforms that are cared for a lot by businessmen, managers, politicians, and especially customers. This fact multiplied the value of virtual markets. As a result, a new profession called social CRM specialist emerged. (Social CRM Expert)

Social CRM can be defined as the integration of customer relationship management to social media. However, it is better to evaluate CRM and Social CRM as two different fields in terms of methodology and approach. While one-on-one communication is ensured in traditional(classic) customer relationships, social CRM manages an environment where many interact with many. Social CRM specialists take responsibility for this complex communication for the companies on social media and the internet. In this context, they follow the target audience of the brand and gather data. They get in touch with the customers and adopt approaches, make planning, and respond according to the demands and requests of the existing or potential customers. Experts have an important role in the entire flow including the promotional content on social media. As being the individual who directly gets in touch with the customers, they have an important role in crisis management.

Responsibilities of Social CRM Experts

• Knowing social media management,
• Following organization and community sensitivities,
• Ensuring the privacy of the company and customer information,
• Supporting social media content creation processes,
• Organizing customer contact lists,
• Testing and analyzing all social CRM activities for the best results,
• Offering suggestions and solutions in line with the needs of the organization,
• Ensuring the maximum customer interaction in social CRM activities and achieving the best results,
• Adding new information on the customer database, updating the existing information, and removing the outdated information,
• Following the developments in social media and implement new measures according to the business flow,
• Following recent events and news,
• Developing communication strategies,
• Creating crisis management plans.

A social CRM expert must have an innovative approach to fulfill its duties and follow the processes. Besides the capability of problem-serving, some of the sought abilities include embracing the new technologies and capable of sharing the information. Since the information can be accessed at any stage, people who are open to learning are preferred. In short, people who provide solutions by telling “I can learn it” are more advantageous compared to those who close the topic by telling “I have no idea”.

Business World: There Is Need for Specialists

The need for experienced social media and social CRM experts in the business world is often expressed by many great organization officials. The fact that individuals interact more with people and brands they do not know at all through social media platforms and expressing their opinions made Social Media Customer Relationship Management more and more popular among the brands. In fact, this evolved into a part of the current competition. Naturally, this evolution significantly increased the need for experts.

It should be noted that the full knowledge over the digital communication processes of social CRM Specialists contributes positively to their careers. Of course, there is various software that social media customer relationship experts need to learn too. Design and video software are very beneficial for their career. Besides, it is important to know social CRM software. For example, ConvoPLUS, which can control social media with its many technical features, has come to the fore as one of the most successful CRM software. Probably, knowing how to use such software and having their certifications will be some of the most sought features looked for in resumes in the future.