Now that we know the Benefits of a Social CRM Strategy, here are the 6 features you should look for if you are in a regulated industry (remember, these are not the basic features a Social CRM should have, but the ones that are required in a regulated industry – for basic features of a Social CRM system, see here – 3 things you are missing without a Social CRM):
- Compliance: You need to make sure that the systems you short list are compliant with industry-specific requirements. So, for example, if you are in Pharma, you need to make sure FDA compliance is supported. Similarly, financial companies should ensure FINRA and SEC compliance.
- Content Control: Central control over content is key so it is easy to pre-approve and distribute to multiple locations and corporate users.
- Archival: One of the basic requirements of compliance in regulated industries is to archive all communication on social channels.
- Auditing: The chosen technology should have auditing capabilities and needs to keep track of all data trails.
- Workflows: Appropriate approval workflows are required to keep a tab over all posting and conversations on social channels across all accounts.
- Reporting: Every strategy starts out with some goals and you need to track progress against those goals. So, it is important that the system provides robust reporting features.
Do you think I missed any important features? Please let me know via comment section. I would also love to hear about your experience with Social CRM, and how you have handled regulation at your company?