Facebook to introduce social CRM tools for business

Published on 21 September 2012 by in Latest News

facebook crm Facebook to introduce social CRM tools for business

Social network giant Facebook highlighting the continuing evolution of social media CRM by announcing that it would allow companies to link internal customer data to fan pages on the platform.

The move means that organisations like Kitbag and Tesco will be able to link data of customers, such as email addresses and telephone numbers, with the relevant user profiles on the social media site.

The news is a huge step in how businesses link their existing customer reputation management systems with business interactions from their customers via social media sites. Indeed, businesses will be able to use the new CRM system to profile its Facebook community, as well as using the data to refine its user targeting and customer service.

Writing in industry publication Econsultancy, guest blogger Steve Richards commented:

“In CRM terms, it will give them the opportunity to access social behavioural data to enhance their single customer view.

“What this also means is that social media, starting with Facebook, can (finally and properly) begin to integrated with traditional CRM systems. It’s not a silver bullet to solve the social CRM conundrum, but it’s a start.”
He went on to add:

“This move means that, once properly permissioned, brands can combine behavioural and attitudinal information to help to differentiate two people who might live next door to each other, be the same age, but like and behave completely differently.”

At numero, we’ve developed an number of innovative social media CRM solutions for businesses, giving companies the opportunities to streamline their CRM systems. This includes incorporating social media conversations into their traditional customer management channels.

Over the coming months, we’ll be interested to see how Facebook develops this social media CRM system. We’ll keep you updated of any new developments on our social media for business blog.

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