PowerPoint Presentation

E CRM-@MastermindRoshni Trivedi

MM CredoFor CustomersWe Will Always Work For The Need Of Micro, Small And Medium Enterprises And For The Individual Entrepreneurs. We Will Always Learn, Upgrade And Develop Our Capacities To Serve Them, To Empower Them, To Develop Their Confidence And Make Them Successful And Happy In Life.

Flow of the presentationsWhat is E CRM or Social CRMEmergence of E CRMTraditional CRM and Social CRMWhy Evolution happened4 Implementing Strategies of Social CRMCase study

What is Social CRMSocial CRM is first a strategythat is often supported by various tools and technologies. The strategy is based around customer engagement and interactions, with transactions being a byproduct.SocialCRM is still about CRM (but evolved), meaninga back-end process and system for managing customer relationshipsand data in an efficient and process-centric way.Social CRM is one component of developing asocialorcollaborativebusiness, both internally and externally.

What Customer Wants

Emergence of Social CRMThe emergence of e-commerce has changed many aspects of existing businesses.

Companies need the ability to track and manage Internet-based e-commerce events.

Companies have to maintain consistency across all interaction channels and across all areas of a company a customer interacts with.

Many organizations are considering adopting the concept of Social Customer Relationship Management (S-CRM).

Social CRM provides the ability to capture, integrate, and distribute data gained at the organizations Web site throughout the enterprise.

Our goal is to provide useful guidelines for the efficient integration of S-CRM.

Software: Contactually and Nimble

4 Implementing Strategies of Social CRM

M Imp: Where your customers are comfortable

95% of Customers needs answer in an HOURNegative comments one to oneE.g. Blog

What number of customers you have and what amount you want to spend your marketing and software

ProductivityEfficiency Expectation

P&G connect & develop

50% of New Ideas generated through Connect and Develop campaign

Generate leads and Generate trafficTicket master: +5.3$ additional revenue per FB shareSNCF: +29 additional revenue per post purchase publishingDell generate leads through Twitter1.5 million followers3 M $ revenues generated

Services ClientGiff gaff95% of customer issues find an answer within an hourBest buy2500 employees send answers to customer13k issues found an answer during the first 2 months+12% increase of revenue despite the economic context (2010)

E Reputation

Graciashttp://www.socialmediaexaminer.com/4-steps-social-crm-strategy/http://www.socialmediaexaminer.com/what-is-social-crm/Ms. PreziMr. Himalaya