What are the big benefits of having skilled community managers looking after YOUR social media channels? Firstly, they get to learn about the customers in depth and discover what they want, expect, and need in terms of content, products, services, and support. Community managers often develop a deep knowledge of who does what within the companies that employ them, so that they can quickly assign enquirers to product experts in the social media tool. SME (Subject Matter Expert) lists are essential and must be updated regularly to ensure that these are passed onto the right people. Good community managers are essential during times of crisis, managing the “go dark” protocol and using the appropriate tone of voice. They capture insights as to how the crisis is developing and giving the first indications of the crisis coming to an end. They can build relationships that lead to new business opportunities, and pass sales leads on via the social media tool which often can be interfaced with a CRM application. Discover more in this blog post - http://www.cliveroachblog.com/community-management-is-key-for-social-media-success/ Discover social media marketing insights and new trends. Subscribe and follow the Social Media Jedi Series by Clive Roach Instagram - https://www.instagram.com/socialjediseries Web site - http://www.CliveRoach.com Video features Elena Cazacu #customerservice #communitymanagement #customerexperience