Social Media and CRM


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A short presentation explaining Importance of Social Media for Customer Relationship Management

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  • CRM is strategically designed to improve interactions between different parties
  • Social Media and CRM

    1. 1. A call for reviewing current CRM Strategy, ! Processes and Mindset? throughout companies Presented By: Kathan Bhatt (3922291) Bhavin Chauhan (3922349)
    2. 2.  Over a last decade the Internet has contributed a lot in changing our life – both from a business as well as social perspective. Currently the industry expert’s calls Web 2.0 as an extreme set of innovative tools that is far beyond internet surfing and website publishing. Web 2.0 has enabled us to interact with everyone quickly and easily with little or no cost. With over billions of people accessing internet on daily basis it has become a new world of interaction influencing major change in Social behaviour.
    3. 3. It all started with the web 2.0 revolution and its 4C’s Web 2.0 is enabling:  Collaboration  Community creation  Conversation  CreativityImage source:
    4. 4. Web 2.0 stimulated fundamental changes in consumer behavior Interactions between customer and brands starting earlier and never ending New behavior patterns demand a new strategy, better segmentation, new channels and targeted messages and review of current customer facing business processesSource: Fabio Cipriani (2008)
    5. 5. Web 2.0 provoked an expansion of the R in the CRM acronym  Company Social Networking: Company / Customer Company / Partner Company / Competitor Company / Company  Customer Social Networking: Customer / Partner Customer / Competitor Customer / Customer Partner / CompetitorSource: Fabio Cipriani (2008)
    6. 6. • Microblogs CRM 1.0 CRM 2.0 • Blogs • Price comparison website • RSS • Podcast • Phone • Phone • Wikis • Fax • Fax • Social Networks • Email • Email • Service • Service • Widgets • Letters + • Letters • Video sharing • Personal contact • Personal contact • Company’s website • Photo sharing • Company’s website • SMS • SMS • Instant Messenger • Forums • Auction website • Instant Messenger • Chat • Chat • Slides sharing • Media • Media • Reviews and ratings in retail sites • Wish lists • Social Bookmarking • Single view of the customer based on the interactions • Single view of the customer is far more complex to history, customer profile data residing in the achieve. Besides internal information, the company must company’s base and data integration with internal rely on external information such as customer profiles in systems social networks and his behavior when participating in a • Company owns the data but it is limited to previous community. interactions • Customer and other web 2.0 sites own part of theSource: Fabio Cipriani (2008) precious data
    7. 7. CRM 1.0 CRM 2.0 Customer Customer Customer Customer Customer Customer Customer Customer Customer Customer Competitor Supplier / Partner Competitor Supplier / PartnerCustomer Customer Customer Customer Your company Your company Customer Customer Customer Customer Customer Customer • Focus on individual relationship (company to • Focus on collaborative relationship (engaging a more customer, company to partner, etc.) complex relationship network) • Limited view of the customer and his community • Multiple connections allow better understanding of the preferences, habits, etc. customer and his community • Targeted messages generate value • Conversation generates valueSource: Fabio Cipriani (2008)
    8. 8. Targeting Establishing CRM 1.0 need CRM 2.0 impression Expansion Acquisition Decision Sharing s Targeting Expansion Acquisition Retention Experience Retention Customer Support processes Marketing Sales Value Service Operation processes • Company processes developed from the customer  Customer processes developed from the company standpoint (company life cycle for the customer) standpoint (customer life cycle for the company) • Conversation centric – include the conversation factor to  Process centric – adapt and optimize processes to support better customer interaction establish brand community, enable idea capturing and  Focused on CRM processes better segmentation • Focused on the evolution of CRM processes andSource: Fabio Cipriani (2008) resulting impacts in the value chain
    9. 9.  A company’s online identity or e-image is far beyond what is has in the content of its website. Every organization holding an online identity is not only about their website, but it is about their online reputation. It is all about: what are the public opinions for their business and how many people recommends it? Such questions are very sensitive and are necessary to be considered by every business organization to improve its online reputation.
    10. 10.  Social Media plays an important role for improving your online reputation and also for improving Page Rank. Social Media is the only medium to up-lift the user traffic to your website by posting interesting offers, news, events etc. Whereas the presence of your do-follow links on online forums and popular blogs also helps improving your overall Page Rank. If your business page appears on the first page of SERP along with other relevant pages that describes about your business, then it means that you really hold a good online reputation.
    11. 11.  Social Media efforts on Affordable SEO Services site and facebook activities on Lets Nurture page are the only reasons behind the success they have earned so far. The facebook insights analysed on their business page shows in average 500 visits per week. Apart from that, we are successful in increasing their Twitter followers from 900 to 1600+ within two months of period utilizing the tools and techniques that are provided by social networking sites.
    12. 12.  Let us explore the company’s insights on facebook page and the importance of sharing company culture.
    13. 13. Source:
    14. 14. Source:
    15. 15.  Let us have a look on a short video published by facebook on world wide web. It clearly shows how can we help our business growth using Social Media.
    16. 16. Do you do Models and Frameworks Social Social Media isNetworking? Sexy I love Social Networkin g
    17. 17.  “Those who insert themselves into as many channels as possible look set to capture the most value. They’ll be the richest, the most successful, the most connected, capable and influential among us. We’re all publishers now, and the more we publish, the more valuable connections we’ll make.” -Pete Cashmore, Founder of Mashable Source:
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