Please review Part 1 of this article before diving in below.
The other software a Social Business needs to have is a Social Media Management System (SMMS) that is scalable across the corporation. This tool lets you manage, monitor and measure your social accounts all from one location.
Since social media provides a one-on-one conversation between a brand and a consumer, all departments should be empowered to execute within social. Customer service representatives need to have the authority and ability to respond in a timely and effective manner through corporate accounts. Human resource employees can communicate new job openings using their network and their corporate network to find qualified resources. Sales employees can troll social media for leads, and create a lead-gen social campaign through multiple channels.
Further more, stand out enterprise SMMSs can also connect the dots. Users have the ability to see all former interactions with a specific social profile and collaborate on how to move forward with a sales lead or with a support ticket. The ability to escalate, assign, approve, collaborate with other users in the SMMS is key.
Whether you like it or not, your customer or potential customers learn a lot about your brand through social media, and there are many business opportunities out there for you to take advantage of. So if you’re playing the social media game, make sure you’re set-up to play it right as a Social Business.
For larger corporations, Spredfast is a great SMMS.
What Social Media Management Software does your company leverage?
I would love to discuss any best practices as far as setting up and executing on an SMMS for your corporation!