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Social CRM vision by Logica

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Vision on Social CRM: customer engagement through social media

Vision on Social CRM: customer engagement through social media

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  • Full Name Full Name Comment goes here.
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  • Hoi Robbert,

    Heldere presentatie. Het is een interessant onderwerp waar veel meer bedrijven meer mee moeten doen. Relaties worden steeds belangrijker en ik denk dat 'Social CRM' een goede manier is om relaties met (potentiële) klanten en partners te verstevigen.

    Ga hier vooral mee door en ik hou me aanbevolen voor eventuele vervolg presentaties.

    Met vriendelijke groet,

    Mark van der Meijden
    Business Intelligence
    Caesar Groep
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Social CRM vision by Logica Social CRM vision by Logica Presentation Transcript

  • Social CRM
    Vision on Social CRM: customer engagement through social media
    RobbertFaase
    June 10, 2010
  • Result: Customer Engagement
    The move to user generated content
    Social Media
    Customer Relationship Management (CRM)
    Social CRM
    Logica on Social Media
    Concluding
    Agenda
    Social CRM
    Commentsorremarks? Tweet@rfaaseand #guru4pro
  • Traditional media versusand non-traditional media
    Multi-channel approach:
    Putting thought into reaching the customer using multiple channels
    No. 3
    Result: Customer Engagement
    Social CRM
    User Generated Content
    customermarketsyou!
    traditional media
    semi traditional media
    non-traditional media
  • Web 1.0
    Static
    “printing books”
    Request information
    Connecting computers
    Doesn’t invite…
    The move to User Generated Content
    Web 2.0 (Social Media)
    Interactive
    “online media”
    Share information
    Collaboration between people
    Invites to participate
    Social CRM
  • Social Media
    Customer Engagement
  • “Social Media lets users interactively publish and share content via various devices on an open platform that enables service mash-ups.” (Faase, Helms, and Spruit, 2010)
    Social Media moved the consumer to the producer side. (Anderson, 2007; Reinhard, 2009)
    Social Media offers new opportunities for sales and marketing in CRM to engage customers in new ways (Wood, 2008)
    No. 6
    Social Media
    Social CRM
  • No. 7
    Social Media types
    Social CRM
    Multimedia Sharing
    Social Tagging
    Social Networks
    Blog’s
    mashups
    Wiki’s
    Syndication
  • Who is the customer?
  • Customer RelationshipManagement
    Customer Retention
  • “Customer Relationship Management (CRM) creates an understanding of the market and customer behaviour and aims to improve the customers’ lifetime value through customer interaction.” (Faase, Helms, and Spruit, 2010)
    CRM is about understanding the customer
    CRM changed the customer strategy from customer acquisition to customer retention (Winer, 2001)
    CRM can create a more personal interaction with the customer, but only one-way (company-to-customer) (e.g. Payne & Frow, 2005; Verhoef, 2003; Bose, 2002)
    No. 10
    CustomerRelationship Management
    Social CRM
  • one-wayinteraction
    Company > Customer
  • two-wayinteraction
    Company <> Customer
  • Social CRM
    CRM + Social Media
  • “Social CRM is about creating a two-way interaction between the customer and the firm. It is a CRM strategy that uses Social Mediato encourage customer engagement and involvement.” (Faase, Helms, and Spruit, 2010)
    Social CRM reduces the gap between the customer and the firm
    Reach the customer in his or her trusted environment, with their extensive networks of friends and followers
    It is not a set of technology, but a company-specific strategy
    Software as a Service (SaaS) possibilities
    No. 14
    Social CRM
    Social CRM
  • No. 15
    Social CRM model – management to engagement
    Social CRM
    (Faase, Helms, and Spruit, 2010)
  • Social CRM
  • No. 17
    Community management; threeways
    Social CRM
  • Logica on Social Media
    How do we listen to our community and engage with them?
  • No. 19
    Logica SCRM Framework
    Social CRM
    Tweet
    Presenceon
    SocialNetwork
    Influencers
    Presenceon
    (Micro)blogs
    Sentiment Analysis
    RealtimeSocialMedia monitoring
    Sharevideos
    CompetitorAnalysis
    Reach out to the customer
    CRM integration
    Etc…
    Etc…
    @Customer
  • PresenceListeningActing
    YouTube.com/LogicaTV
    Twitter.com/Logica_guru4pro
    Twitter.com/Logica_NL
    Twitter.com/LogicaPlc
    Twitter.com/logica_spark
    LinkedINgroup
    Logica RSS feeds
    Logica onFacebook
    Logica.hyves.nl
    Logica.TV
    Blog.logica.com
    NU Zakelijk columns
    Many more…
    No. 20
    How we interactwithourcommunity
    Social CRM
  • Social CRM
  • Social CRM
  • Social CRM
  • Social CRM
  • Social CRM
    Most important: listen and act
    bothinternalconversations
  • Social CRM
    Most important: listen and act
    and externalconversations
  • Concluding
    Result: Customer Engagement
  • Multi-channel approach
    Traditional media and non-traditional media
    User Generated Content
    Two-way interaction with Social Media
    Customer input through involvement
    Customer retention through engagement
    Reducing the gap between customer and firm
    Start with being present on the Social web
    Listen and Act accordingly
    Social CRM is not a technology, it is a company-specific strategy
    Logica is able to support you to fully implement the SCRM Framework to engage with your customers
    No. 28
    Concluding
    Social CRM
    Logica SCRM Framework
  • Thank you
    RobbertFaase
    FindthispresentationonSlideshare
    robbert.faase@logica.com @rfaaseslideshare.net/rfaase/