Social CRM Simplified

Ashish Seth

April 2014

CloudSquads Fact Sheet

Team

Solutions

Company

• Social CRM - Marketing, Support & Collaboration

• Transformed 75+ F1000 customers

• Scale: 100M+ Transactions

• Founded 2009

• Dominant enterprise social solution provider

• Seasoned Management team

• Team of Social Strategists and Technologists

• India Delivery Center

“Working with Cloudsquads we were able to deflect over 20% of our call

volume.”

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CloudSquads is now part of Persistent Systems, Inc. as of February 2014

WHAT IS SOCIAL CRM?

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Social CRM is a philosophy and a business strategy,

supported by a technology platform, business rules, workflow,

processes and social characteristics, designed to engage the

customer in a collaborative conversation in order to provide

mutually beneficial value in a trusted and transparent

business environment. It's the company's response to the

customer's ownership of the conversation.

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What it is What it is not!

• A business strategy

• An integral part of customer

experience

• Potential means to “delight”

customers

• Part of key business functions –

Sales, Support and Marketing

• A FB page or Twitter handle

• One person managing HootSuite,

writing company blog

• A one-off response to customer

complaints on Social Channels

• A technical implementation of

Customer Communities or Social

CRM Software!

“It's not a social game. It’s a multichannel game where companies and customers decide on how they

want to communicate with each other and then proceed to do so in ways that ultimately (and hopefully)

provide value to each of the parties involved.” - Paul Greenberg

$ 6.0+ billion Market

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2012 – 1.0 B

2014 – 2.5 B

2018 6.4B

Enterprise Social Software (ESS)

market growing 30%+ annually*

Cloud-based solutions from Jive,

Lithium, SalesForce & IBM

dominate the market*

* Source: IDC, Forrester and Gartner

The (x)CRM Market – even bigger

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Another view of Social CRM

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CRM

SOCIAL

COLLABORATION

LMS/HR CMS

SOCIAL WEB

E m e r g i n g S o c i a l T e c h n o l o g i e s

Y o u r E x i s t i n g I n f r a s t r u c t u r e

COMMUNITIES /

RATINGS & REVIEWS

MARKETING/

ANALYTICS

GAMIFICATION/

SSO / PROFILE

CASE STUDIES

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Social Support

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Of calls deflected

Increase in CSAT20%

15%

• Unified Customer Experience across channels

Social Support

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Of calls deflected

Increase in NPS(Net Promoter Score)10%

25%

• Consistent SLA Attainment

• Unified Customer Experience

Seamless CRM Integration

Social Marketing

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Community Commerce

Social Marketing

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TraderRetention

Per TraderTransactions↑

↑

Social Collaboration

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IncreasedInnovation15%ReducedCommunication costs58%

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For customer confidentiality purposes, actual screen shots blurred.

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Driving Employee engagement

• Improved

Accuracy

• Better

Conversions

• Engaged Sales

team!

Driving Social CRM Success

• Operationalize Social CRM – Biz goal/metrics & resourcing

• Make sure your social media messaging is consistent with brand

• Monitor what your customers are saying & respond quickly

• Put a human face (or name) on your social media conversations

• Use social profile data to augment contact information in your CRM Database.

• Identify and reward social influencers

• Choose the right platforms!

Remember that social media isn't always the answer or the appropriate way to respond

to a customer.

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Ashish Seth

ashish@cloudsquads.com

@ash_seth

http://cloudsquads.com/