social media - 5 key steps to a scrm strategy

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  • 8/2/2019 Social Media - 5 Key Steps to a SCRM Strategy

    1/9

    _mjkymrmb Cggkim8 M}rc|d @c}ym. 44 Edry`de Zd{. Jmrrdrby Ircyy. YN; 0OT. ]A

    Rmn8 !22 4:=9 00=072 zzz&omyc}icem&ice cr zzz&y}jdrydnmy&ic&}a

    Mpmi}kwm Y}eedr{

    Ycikdn I_E ky `m rmy|cfym cg o}ykfmyymy c `m dbwmf cg ycikdn embkd dfb `m mdjmr dbc|kcf cg `m fmz

    icee}fkidkcfy i`dffmny o{ O?O dfb O?I o}{mry dnkam& K irmdmy d fmz mfwkrcfemf gcr i}ycemr

    icfwmrydkcfy. d fmz c||cr}fk{ c nmdrf doc} i}ycemry. dfb d fmz c||cr}fk{ c mfjdjm. o}knb |mmr%

    c%|mmr rmndkcfy`k|y dfb yrmfj`mf ordfb |mrim|kcf&

    Kf crbmr c bc dnn cg `ky y}iimyyg}nn{. `czmwmr. {c} fmmb d yrdmj{& R`d ydry zk` ycem rmdnkyki

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    {c}r rmyc}rimy dfb cg `m |rmgmrmfimy dfb om`dwkcry cg {c}r i}ycemry&

    K dnyc rmt}krmy {c} c nkymfz`ki` gcr edf{ o}ykfmyymy ky `m `drbmy i`dye c ircyy&

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    I_E& R`m omy |rdikimy {c} bmwmnc| gcr {c}r o}ykfmyy zknn om dnecy ke|cyykonm c rdfy|ndf kfc

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    `drb c bmwmnc| df d||rcdi` `d zcray gcr {c}r o}ykfmyy&

    Kfrcb}ikcf

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    edrammry dfb ydnmy bkrmicry ydnkwdm`m ycr cg kfgcredkcf doc} i}ycemry `d o}ykfmyymy `dwm zcramb yc `drb c

    bkyicwmr dfb icnnmi ky fcz omkfj wcn}fmmrmb o{ i}ycemry `rc}j` ycikdn embkd i`dffmny& R`m odym%nmwmn `kfakfj cf

    ycikdn I_E jcmy ycem`kfj nkam `ky8 Kg zm idf `drwmy `ky }fyr}i}rmb bdd grce ycikdn embkd. dfb dbb k c `m

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    ke|rcwmy ymrwkim dfb edam c}r edramkfj ecrm|rmikym&

    Dnn cg `d ky r}mo} ky nccakfj d `m ycikdn embkd y|dim `rc}j` d rdbkkcfdn I_E nmfy& R`d wkmz ky wmr{ ykekndr c

    `m |rdikim cg wkmzkfj I_E yrkin{ dy d mi`fcncj{& Ky di}dnn{ d bkyik|nkfm. gdiknkdmb o{ d mi`fcncj{dfb ycikdI_E ky kf edf{ zd{y df mpmfykcf cg `d bkyik|nkfm kf rmy|cfym c `cz i}ycemr om`dwkcr ky i`dfjkfj&

    R`m rmdnn{ rmwcn}kcfdr{ dy|mi cg ycikdn I_E ky fc `d i}ycemry drm wcn}fmmrkfj |mrycfdn bdd ky `d {c} dy d

    o}ykfmyy drm fcz id|donm cg mfjdjkfj kf d zc%zd{ icfwmrydkcf zk` i}ycemry& Y}rm. {c} c}j` c om donm c jnmdf

    kfgcredkcf grce `cym i}ycemr icfwmrydkcfy c gknn kf {c}r rmicrby doc} `me. o} `m me|`dyky ky ynkbkfj czdrb {c}r

    }ym cg ycikdn embkd c o}knb rmndkcfy`k|y gkry& Zk`c} `cym zc%zd{ rmndkcfy`k|y. {c} zknn nkek {c}r doknk{ c bkyicwmr

    i}ycemr bdddfb `m i}ycemry {c} ymma c ymnn c zknn `dwm nmyy cg d rmndkcfy`k| zk` {c} dfb {c}r o}ykfmyy&

    Ycikdn Embkd % = Am{ Ym|y c d YI_E Yrdmj{

  • 8/2/2019 Social Media - 5 Key Steps to a SCRM Strategy

    2/9

    _mjkymrmb Cggkim8 M}rc|d @c}ym. 44 Edry`de Zd{. Jmrrdrby Ircyy. YN; 0OT. ]A

    Rmn8 !22 4:=9 00=072 zzz&omyc}icem&ice cr zzz&y}jdrydnmy&ic&}a

    Bmgkfkkcfy

    Omgcrm zm jm cc gdr kfc `ky bkyi}yykcf cg Ycikdn I_E. k y ke|crdf zm bmgkfm ycem mrey& Ycikdn I_E (YI_E+ ky

    rmdnn{ d yrdmj{. rd`mr `df d |rcimyy cr d |rcb}i& K idf mfice|dyy ymwmrdn mi`fcncj{ |ndgcrey dfb i}ycemr

    rmndkcfy`k| ccny. kfin}bkfj d I_E y{yme1 kf gdi. I_E ky `m gc}fbdkcf cg YI_E& YI_E ky fc d rm|ndimemf gcr

    I_E&

    Icfg}ymb {m3 Zmnn. {c} zknn om yccf mfc}j`& R`m diim|mb bmgkfkkcf. ky `ky8

    Ycikdn I_E ky d |`kncyc|`{ dfb d o}ykfmyy yrdmj{. y}||crmb o{ d mi`fcncj{ |nd gcre. o}ykfmyy r}nmy. zcragncz.

    |rcimyymy dfb ycikdn i`drdimrkykiy. bmykjfmb c mfjdjm `m i}ycemr kf d icnndocrdkwm icfwmrydkcf kf crbmr c

    |rcwkbm e}}dnn{ omfmgkikdn wdn}m kf d r}ymb dfb rdfy|drmf o}ykfmyy mfwkrcfemf& Ky `m ice|df{y rmy|c fym c

    `m i}ycemry czfmry`k| cg `m icfwmrydkcf&

    R`d bmgkfkkcf bcmyf yd{ df{`kfj doc} z`d {c} fmmb c o}{. `cz edf{ |mc|nm {c} fmmb c `krm. z`d |rcimyymy {c}

    }ym cr `cz c emdy}rm _CK& R`m rmdnk{ ky `d YI_E `dy fc omy |rdikimy {m. dfb `dy dnecy |dr cg ky odyki fd}rm

    kg ky ycikdn. k ky fc doc} |mc|nm kfmrdikfj zk` edi`kfmy cr zk` |rcimyymy& Ky doc} |mc|nm kfmrdikfj zk` |mc|nm

    cr jrc}|y cg |mc|nm& R`cym jrc}|y cg |mc|nm {c} afcz dy i}ycemry `dwm }fkt}m rdky. }fkt}m bmykrmy. dfb }fkt}m y{nmy

    cg icee}fkidkcf& R`dy z`{ {c}r YI_E d||rcdi`. kf crbmr c om y}iimyyg}n. zknn kymng om }fkt}m&

    R`dy fc rmdycf c |dfki{c} dnrmdb{ bc ycem ycikdn `kfjy kf `m orkia%dfb%ecrdr zcrnb c rmndm c `m }fkt}m

    t}dnkkmy cg {c}r i}ycemry& YI_E yidnmy `cym kbmdy. dfb k idf bc yc omid}ym cg dfc`mr mre zm y`c}nb bmgkfm8 ycikdn

    embkd&

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    y`drm kfgcredkcf dfb rmyc}rimy& Ycikdn embkd idf kfin}bm mp. d}bkc. wkbmc. kedjmy. |cbidyy. dfb c`mr e}nkembkdicee}fkidkcfy&

    Zm idf dnn rmdbkn{ fdem `m ndrjm ycikdn embkd i`dffmny8 Gdimocca. [c}R}om. Rzkmr. NkfambKf dfb. kfirmdykfjn{. Jccjnm!&

    R`mrm drm c`mry ymrwkfj bkggmrmf ndfj}djmy. bkggmrmf wmrkidn o}ykfmyy edramy dfb bkggmrmf jmcjrd|`kmy& R`mrm drm dnyc

    c`mr gcrey cg ycikdn embkd. nkam oncjy. bkyi}yykcf jrc}|y dfb |`cc y`drkfj ykmy& Df{ cg `m `}fbrmby cg `mym i`dffmny

    ed{ om d wkr}dn |ndim z`mrm {c}r i}ycemry jd`mr c dna doc} {c}&

    @cz `m{ dna `rc}j` `mym i`dffmny ky ynkj`n{ bkggmrmf `df kf rmdn nkgm& Ice|ndkfy cr |rdkym edbm c grkmfby cwmr

    icggmm drm }fnkamn{ c rmdi` om{cfb `m donm. o} `m ydem ydmemfy edbm cf Gdimocca `dwm d rmemfbc}y rmdi`&

    O}ykfmyy `dy y|mf `m ndy 2< {mdry mp|dfbkfj ky doknk{ c orcdbidy ky emyydjmy1 ycikdn embkdy rkym cwmr `m ndy 4