social customer relationship management (scrm) presentation

Social Customer Relationship Management

(sCRM)

Presented by: Ken Tucker July 2013

Where to

check all of your

messages?

What is CRM? • Contact Management

• Opportunity Tracking

• Conversation Records

• Email, Phone, Mail, Marketing Campaigns …

• Project Management

• Automation / Business Rules

What is sCRM?

Relevant Contextual Information at the Right Time

• Contact Management

• Opportunity Tracking

• Conversation Records

• Email, Phone, Mail, Marketing Campaigns …

• Project Management

• Automation / Business Rules

And Now (speed of communication and integration)

• Social Media Monitoring / Discovery

• Social Media Engagement / Collaboration

Example sCRM:

More Customers. Less Work.™

Ken Tucker

July 17, 2013

Easily Transform your

Social Communities

into Customers with Nimble, the social selling tool for

SMB

Our contacts,

communications

and activities

are scattered all over the place

What does Nimble Do?

SaaS Social Business App

360 View of your Contacts

Unified Inbox +

Social Monitoring

Automated Sales,

Marketing and Customer

Service

Customer Relationship Solutions

Enterprise CRM

Contact Manager

Social CRM

• Limited Vision • Limited Social • Basic

• Complex • Pricy • Stodgy

Outlook Address Book

Google Contacts

Collaboration Social Listen/Engage

Accounti

ng

Collab

Custome

r

Service

Marketin

g

Contacts

Communica

tion

Activities

Nimble, a Social Business vision

Social

Monitori

ng

Sales

Nimble Integrations

And a many more…

Nimble Today Page

Nimble One-Click Reminders

Nimble for Outlook Integration View Nimble Contacts from within Outlook 2007 or Outlook 2010

Nimble Daily Digest Email

Nimble Deals View

1 - Subscription

Freemium Model

3 - Nimble for iOS

2 - Nimble App Store

Time for a Demo!

5 sCRMs for Small Business

• Batchbook

• Nimble

• BlueCamroo

• Insightly

• GreenRope

http://www.practicalecommerce.com/articles/3924-

5-Social-CRM-Tools-for-Small-Business

Other Tools to Consider

• Twitter

• Hootsuite

• LinkedIn Contacts

• Rapportive

• Chime

• Nutshell Mail

• HubSpot

These offer features to help with sCRM, but are

not sCRM solutions

Twitter as a CRM

• Answer Tweeted Customer Support Questions

• Keep Customers Updated

• Thank Customers

• Welcome New Followers

• Put Customers in Lists and Monitor

• Help by Tweeting about Customers or

Retweeting Their Tweets (as appropriate).

• Monitor Twitter for Keywords • Regular and Promoted Tweets

Hootsuite Streams

LinkedIn Connections

Chime

A Chrome plug-in that allows users to get all of their social media notifications in their browser in a user-friendly manner.

Nutshell Mail Schedule Options

Nutshell Mail Schedule Options

HubSpot Social Inbox

Email messages

triggered based on

Twitter Streams that

I set up to monitor

July 18, 2013

Presented by: Social CRM

Please fill out your survey & drop it in the box before you leave

https://www.facebook.com/STCCTechComm