Tips on leveraging Twitter for Social CRM purposes

Posted on 22. Jan, 2010 by Freddie in Blog, How To Guides

I recently bought all twelve books in the Saga of Darren Shan from Dial-a-Book. Dial-a-book was able to sell me all the books via Twitter. They don’t have a website and I’m not sure if they even have an actual store. More prominent organizations who have used Twitter to close deals are Avaya – who finalized a $250,000 sale from a single Twitter post – and Dell Outlet which recently announced that revenue from the twitter account reached $6.5 million. In India, Infosys closed a sales deal following a query on Twitter by a prospective client. All these firms were able to identify a potential customer, engage in conversation with him and close the deal. Essentially that is what Social CRM is all about.

There is hardly any doubt that Twitter can and should be used as a social CRM channel. Here are some helpful tips on how to go about it:

Step 1: Listen

Listening on Twitter includes setting up one or many searches to follow any conversation that relates to the brand, company, products, services and industry.

Tools that can be used for this:

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