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Social CRM-The Future
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Social CRM-The Future

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Infosys Social CRM offering and the Social CRM sphere.

Infosys Social CRM offering and the Social CRM sphere.

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  • Social Media’, ‘CRM 2.0’, ‘Social CRM’ are some of the buzzwords being hotly debated by the customer management and business process thought leaders today. What is it? – An extension to the traditional CRM by including external conversations outside the existing customer touch points with organizations.What does it constitute of? – Social Media Channels/Social Web Tools + Traditional CRM + Middleware Tools.The need from business context? – The social tools have created the highly networked social customer who interacts with his peers using conversation channels that are outside the control of the company and provides views and opinions about the products/services offered. Result? – With easy availability of information, businesses are required to engage in a more open and transparent manner with the customers using traditional as well as new channels. They have to filter the relevant and the important inputs from all the noise on the social web and act upon the same. This Infosys point of view illustrates our understanding of how Social media is transforming Customer Relationship management and how it can be leveraged in various CRM processes to achieve significant customer benefits.
  • These imperatives should be a part of the Social CRM strategy.


  • 1. Infosys Social CRM Service Offering
  • 2. As organizations move from Operational CRM strategy to a Collaborative Social CRM strategy, focus on customer centricity steadily increases….
    We are here
    Phase 2
    Multi-Channel CRM
    Phase 3
    Analytical CRM
    Phase 4
    Social CRM
    Phase 1
    CRM Infrastructure
    ROI, Customer driven
    Global Data Models,
    Analytical Information Repository
    Interaction Centers across Bus
    Global Web hosting
    Global Toolsets
    Point Solution Support
    Separate Customer Master files
    Operational Metrics
    Suggested Selling
    Aligning to Profitable Customers
    Focus on return on sales
    SARBOX and Forecasting
    Partnering, Intimacy
    return to Sales Lift
    Forward Value
    not cost to serve
    Function Area
    Ordering on Web,
    Product Configurators
    Profitable Segments
    Campaign &
    Event Tracking
    SLA stats
    New Tools
    Focus on Customer Data
    Click Stream Analysis
    Email Campaigns,
    Web site sign-up,
    SFA Data Sharing
    Self-Service from a cost perspective
    Experience Design
    On-demand integration
    Campaign Management
    More reach, Faster
    Focus on Efficiency not effectiveness
  • 3. What is Social CRM ?
    Social Media Channels/Tools
    Traditional CRM
    Middleware Tools
  • 4. How is Social CRM Changing the game and Why?
    Social CRM
    • Collaborative partnership
    • 5. Personalized CRM efforts
    • 6. Engaging Customers and creating ownership / influential power
    • 7. Consistent Presence and Prompt response and issue resolution
    • 8. Reduced risk of product failure
    • 9. Increased opportunity to build customer Value and Loyalty
    • 10. Customers as Brand Advocates
    • 11. Customer driven Service and Support
    Traditional CRM
    • Weak links in Communities/Forum
    • 12. Heavily Sales Oriented
    • 13. Uni-directional Communication
    • 14. Enterprise-driven Messaging, Brand building
    • 15. and Product Design
    • 16. Non-Uniform Customer Experience across Channels
    • 17. Employee-driven Customer Support and Service levels
  • Social CRM- Need to cater to the Social Customer requirements
    Forms a lasting impression
    of the product / service
    Likes to Collaborate and Contribute to new ideas
    Tells more people about their experience
    Social Customer
    Social Customer Behavior
    Is 2x more likely to churn/attrite if he is not satisfied
    Is hungry for information
    “Social Calling” (or a “warm introduction”, as traditionalists might call it) is 8–10 times more effective than cold calling, and so the business value of social connections is there for all to see.
  • 18. Key Trends in Social CRM
    In line with the social media driven Market Dynamics , Infosys Social CRM Offering is best suited for Organizations moving away from “Enterprise-driven” Approach to focusing on “Customer Engagement” as well as “Profitability”
    Growth of Social Customers – US online users spend 25% of their time on Social networks
    Increased Competition in Market Place and pressure to maximize customer wallet share
    Increased usage of Social CRM tools, Web 2.0 tools to elicit and enrich customer ideas for product innovation and co-creation
    Differentiated treatments and products for different customer segments
    Deep customer insights in communities, Peer Networks and forums
    By end of 2010, more than 60 per cent of Fortune 1000 companies will have some form of online community that can be used for customer relationship purposes.
    Social Media becoming an integrated component of multi channel strategy to attract, engage and retain customers
    Increased Risk of doing Bad Business as 67% of customers would share their bad experience on social media by 2015
    Increasing influence of peer networks in shaping Customer Opinions.75% trust peer opinions whereas only 25% are influenced by what a CEO communicates about a brand
  • 19. Infosys’ Social CRM Service Offerings
  • 20. Infosys Recommendations to leverage Social Media to enhance Strategic CRM Capabilities
    Ability to engage with the customer using Social Media such as networking sites, blogs, communities, wikis, podcasts, forums, peer to peer support groups, Innovation Communities
    Access to untapped customer insights available on various social media
    Ability to innovate and co-create products, solutions and services with customers collaboratively through Innovation communities
    Creating increased brand awareness and reducing product failure for the product in addition to customer engagement
    Engage and positively influence customer buying behavior, and thus increase retention and revenue/customer
    20% OFF
  • 21. 9
    Infosys Recommendations to leverage Social Media to enhance Strategic CRM Capabilities
    Ability to listen to customer conversations to get deep market insight and leveraging social media to direct researching decisions over the traditional data –driven market research
    Ability to formulate sales strategies based on customer sentiment towards the brand and competitors instead of a target-oriented push strategy
    Foster and empower customers to solve each others service issues through peer to peer communities
    Faster identification and resolution of customer issues
    Shifts the brand building activity from the Company’s marketing division to the loyal customers who become brand advocates in social media
  • 22. Industry vertical specific Social CRM Use Cases
  • 23. 11
    Industry vertical specific Social CRM Use Cases
  • 24. Thank You