Here we describe the entire Social Media CRM process we follow for our clients. Go to www.hgsinteractive.com for more information.

1. SOCIAL CRM PROCESS
COMMUNITY
LISTENING
TOOL
Phone Calls Email Feedback Forms letters in person Complaint
RESPONSE
CRM Profile Interaction History Transactions Preferences Customer data
SOCIAL CRM TEAM
MESSAGE BOARDS SOCIAL DATA NEWS
Marketing Customer Service Ideation Other
Micro (Human)Macro (Automated)
BUSINESS RULES
Social Media holds unprecedented potential for companies to get closer to customers,
facilitating increased revenue, cost reduction and efficiencies.
Social CRM – the integration of social media with Customer Relationship Management
(CRM) strategies is the next frontier to optimize the power of social interactions.
SOCIAL CRM
THE SOCIAL CRM APPROACH
IDENTIFY
Studying the brands and
segmenting them into a
winder buckets of types
the various subjects around
which most of the
coversation happen &
categorization of the same
Shortlisting of candidates who
are skilled enough to handle a
situation both from the
perspection if delivering the
brand promise as well as
solving the problem
UNDERSTAND BUILD

2. SOCIAL CRM TEAM SELECTION PROCESS
FIRST LEVEL
This 2-Phased Selection Process ensures that individuals are well-equipped in initiating
effective conversations across mediums and are well-versed about the latest developments
in their respective categories.
KEY COMPONENT
OFA SOCIAL CRM
PROCESS
A Social Media Command Centre is a direct
line to the evolution of your brand.
The tool supports innovation, enhances
strategies and helps shape the long-term
success of your company through real-time
metrics and insights.
IMPORTANCE OFA SOCIAL MEDIA COMMAND CENTRE
Command centres allow you to track social media data in real-time so you can make informed decisions
quickly and be a responsive, social business.
Command Centres can also be used for all manner of activities, such as:
Enabling employees see and understand brand conversations
Allowing Marketing Teams to identify emerging trends and join conversations
Helping Product Development Teams understand new product/feature feedback
Providing PR Teams to track and respond quickly
HGS shortlists candidates with
social media community
management / engagement
experience who can also engage
customers via email and
telephone.
SECOND LEVEL
Shortlisted candidates are
interviewed by brand/client to
assess the candidate in terms of
various aspects/categories of
the brand.
SOCIAL MEDIA
COMMAND
CENTRE
It is a physical space where companies
coordinate to listen and engage their market on
social channels.
The data acquired is used to achieve their
desired objectives in various segments, such as:
Marketing Engagement
Customer Care
Risk Management
Operational Efficiency
Coordination
Contact Centre Deflection

3. BENEFITS?
Access a centralised, at-a-glance understanding
of your brand, industry and/or competitor
discussions
Instantaneous snapshot with an updated view
of your brand’s perception globally for
immediate action
Streamlined connection between a brand and
its consumers
Real-time monitoring of the social health of
your brand through constant customer
engagement
Enable and establish a unified approach for all
your social media activities
Seamless coordination within different
departments of your company
SOCIAL MEDIA COMMAND CENTRE OPERATIONS
Social CRM Executive
Social Media Expert
Social Media Manager
Digital Strategist
Digital AnalystVisualizer
Plan social content and
conversations
Listens and engages
in conversations
Integrates issues into service queue
and resolves them
Directs product or
consumer issues to
service for resolution
Aggregate and share results
Escalates high - risk issues
to Social media expert,
which accordingly
delivers recommendation
Aggregate issues and communicate to brand team for improvement / insight
Works together to build
integrated strategies
Co-creates valuable
and shareable content
Share insights
/reports
BRAND TEAM
Marketing Consumer Insights
Creates broader marketing
campaigns that integrate
social
Gathers and sharesinsights
about the consumer
behavior
Project Manager