Social media has been a part of people’s lives for several years. It has made communication easier and convenient for society today. The number of people who use social media continue to increase, and they have become more dependent on it. Using social media to market a business has become essential to the success of brands, products, and companies. Ciprian Pavel’s scholarly article, “The Growing Importance of Social Media in Business Marketing”, is about the beneficial purposes of social media when it comes to business marketing.
Customers feel that the business organization encompasses them as key stakeholders and their opinion matters. The participation of many companies has been triggered; large, medium-sized and small companies participation on various social media platforms. The one-on-one conversations create an image of professionalism and trustworthiness of a company. Active and responsible participation of a company in social media boosts its publicity and creates customer satisfaction. Every company objective entails quality of service and ensuring maintenance of customer loyalty in the best way
At the same time, CRM contributes to customer retention and drives a spike in sales growth. CRM can be applied to the business idea as it is a system that is designed to gather customer information across the various channels and point of contacts between the customer and the company. Some of these platforms include the company’s website, social media platforms, emails and marketing collaterals. CRM can benefit the business with technology and human resources to get access to customer behavior and values. An example of CRM that could be applied to the business idea could be the use of a customer satisfaction survey.
The business person can increase their sales by showing their good feedbacks and giving a proper information content in order to get customers trust. A study has been reveal that 91% of retail brands used more than one specific social media in a way to attract their target customers. Therefore, testimonies and feedbacks can also be included in their social media website to improve their business conversion rate up to 34%. Business conversion rate can be increase by adding reviews to your social media sites by creating a different way of presenting and commercial their own brands that might be more interesting and different from others. In conclusion, even though some business might not achieve their own targets but there must be a way to make it successful such as the positive impact of social media.
Designing BSC • Customer Perspective Customer perspective allows Maxis to identification of customer outcome measures such as customer satisfaction, customer loyalty, customer retention, customer acquisition, and customer profitability in order to target their customer and market segment (Kaplan and Norton 1996). Besides that, customer perspective also can help them to focus on their merchandise and service in order to increase their sales and profit. For example, Maxis will be concern on increasing their quality of product and service because it may help to increase their customer satisfaction and stay loyalty with their product. Objectives: Customer Retention Customer retention is an effective method for Maxis to maintain current sales
Online sales promotion has been emerging area for marketer to generate curiosity among the customers .Kotler et al. (2005) has found in his work that promotion activity is to attract and retain customers but the usage of online promotion creates curiosity to visit the website again and again. It also encourages customers to buy the product and service. The objective of sales promotion is to influence the purchase decision in the short run. Consumer sales promotion is to promote directly with the consumers.
Knowing which social media to use and how to use it is what will benefit companies the most when it comes to marketing and assesing feedback for the products that they sell. In this interaction, you have direct feedback between seller and consumer which will lead to a closer bond between the two. Another important outcome of using social media is the effective method of advertising using word of mouth. Word of mouth as I've learned is the most effective form of advertisment and through social media you can potentially have thousands of people in a open conversations about your products or services and people observe other peoples opinions frequently and tend to take away something from it. So if your company is to use social media, you can start that conversation and get your product or service out there within the open.
CRM customization allows your social media accounts to be linked and managed through your customer relationship management software. It helps businesses in devising business strategy using the insight gained from social sites. The benefits offered by SCRM or social CRM are: Improved peer-to-peer interaction in offering customer support Market feedback research, Idea management, Brand positioning and promotion, Product launching, CRM helps businesses in streamlining operation and improve customer dealing. Integration of social media to it has further enforced its usefulness in helping businesses to connect and serve
Also, the promoter will carry out the survey of the customer about the popular taste that customers want. Some advertisements are unique to catch attention of people. For example, Calbee has been made the advertisement combined with the facilities in MTR, not simply banner. When people take the photos with the advertisement and upload in social media like Facebook, they can have a discount. This will attract more people’s attention to this brand and buy their product.
2000: 826).The individual market segments should be targeted in terms of developing customer loyalty. Customer loyalty is one of the most important and critical factors for a company's success. Customer loyalty happens when customers have a great experience, and it leads to many benefits: loyal customers return for future business, refer friends and family to a business, and spread positive comments about a company through word-of-mouth advertising. With social media and the ease of rating companies. There are several factors that can influence customer loyalty.