social crm 2013
Post on 14-Sep-2014
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DESCRIPTION
Social CRM is on the rise within enterprises as more and more of their customers are taking to social media channels to communicate with brands. Are you listening to them? What do you need to look for in an sCRM tool? Read on to find out more...TRANSCRIPT
SCRM in 2013Next Generation Approach
What is the current problem?
Social Media is misintepreted as an Advertising Medium.
A change in mindset is required.
How to Get Started?
Define business-relevant KPIs.
Define business-relevant KPIs.
Implement best practices.
Define business-relevant KPIs.
Implement best practices.
Use actionable analytics.
What every business must understand about
Social Media?
Social Media means Business.
Social Media means Business.
Increased Revenue
Social Media means Business.
Increased Revenue
Increased Branding
Social Media means Business.
Increased Revenue
Increased Branding
CostSaving
SCRM is the Future.
SCRM is the Future.
CustomerService
SCRM is the Future.
CustomerService
BrandReputation
SCRM is the Future.
CustomerService
BrandReputation
BuildCommunities
Transformation of Social Datainto Predictive Analytics
Transformation of Social Datainto Predictive Analytics
MarketingStrategies
Transformation of Social Datainto Predictive Analytics
MarketingStrategies
CustomerSentiments
Transformation of Social Datainto Predictive Analytics
MarketingStrategies
CustomerSentiments
Maximize*CLV
*CLV: Customer Lifetime Value
ROI focused KPIs
ROI focused KPIs
LeadGenerated
ROI focused KPIs
LeadGenerated
Website Traffic
ROI focused KPIs
LeadGenerated
Website Traffic
Peopletalking about
What to look for in yourSCRM platform?
Ability to track/engage conversations across
entire social platforms.
Ability to track/engage conversations across
entire social platforms.
Functionality to convert messages into tickets
and assign them.
Ability to track/engage conversations across
entire social platforms.
Functionality to convert messages into tickets
and assign them.
Ability to provide multiple access levels
for customer reps.
Ability to track/engage conversations across
entire social platforms.
Functionality to convert messages into tickets
and assign them.
Ability to provide multiple access levels
for customer reps.
Functionality to integrate with legacy
enterprise systems.
Ability to track/engage conversations across
entire social platforms.
Functionality to convert messages into tickets
and assign them.
Ability to provide multiple access levels
for customer reps.
Functionality to integrate with legacy
enterprise systems.
Ability to access Reports & Dashboards through mobile devices.
Social Media is more than an Advertisement Platform
It is the new way of doingbusiness.
Realize its economic value, before its too late.
Social Media is no more the CMO’s problem. It is the
CEO’s problem.
