Customer Relationship Status: It's Complicated - Social CRM - Social Media Forum 17 December 2013

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Talking Heads's presentation on Social Media Forum of 17 December 2013: Customer Relationship Status: It's complicated.

“Social CRM is the company’s response to customers seizing power and dominating the conversation”

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Customer Relationship Status: It's Complicated - Social CRM - Social Media Forum 17 December 2013

  1. 1. Customer Relationship status twitter.com/michverbeeck mich@talkingheads.be www.talkingheads.be Tuesday 17 December 13
  2. 2. twitter.com/MichVerbeeck mich@talkingheads.be www.talkingheads.be Tuesday 17 December 13
  3. 3. 360° social media agency, developing long term, integrated social media Talking Heads is a strategies and ways to implement those. Tuesday 17 December 13
  4. 4. Bron afbeelding: Flickr - Sam Wolff SOCIAL CRM Tuesday 17 December 13
  5. 5. Tuesday 17 December 13
  6. 6. Tuesday 17 December 13
  7. 7. Message Tuesday 17 December 13
  8. 8. Message Channel Tuesday 17 December 13
  9. 9. Message Channel Timing Tuesday 17 December 13
  10. 10. Message Channel Timing SOCIAL CONSUMER Tuesday 17 December 13
  11. 11. “Social CRM is the company’s response to customers seizing power and dominating the conversation” Paul Greenberg Tuesday 17 December 13
  12. 12. CRM S OCI AL C RM Direct Marketing Conversation and engagement Gathering client’s data through surveys and buying behavior Discovering opportunities from existing AND potential clients Mainly direct 1-to-1 contact Monitoring online to capture the client’s perception and experience with the company Within office hours Automatic and impersonal Captures data from existing client database to improve targeting and customer experience Tuesday 17 December 13 Swift customer service at any time Focusses on engagement, conversation and collaboration to reach mutual benefits
  13. 13. Bron afbeelding: Flickr - Oberazzi HOW ? Tuesday 17 December 13
  14. 14. Source image: The Renegade Blog 1. LISTEN TO YOUR AUDIENCE What do your customers want? Engage in conversation! Tuesday 17 December 13
  15. 15. Value through listening ✓ Tuesday 17 December 13 What is being said about your company, your competitors, your products/services? ✓ Proactively ask for feedback ✓ Use this intel to improve your message and your products/services ✓ Show people you care about their opinion!
  16. 16. NIKO HOME CONTROL Improving a product by monitoring Tuesday 17 December 13
  17. 17. TELENET Crowdsourcing to get better insights of your customers Tuesday 17 December 13
  18. 18. Source image: Flickr - Simon Greig 2. B R I NG R E L E VA N T CO N TE N T What content is interesting for your clients’ needs? Tuesday 17 December 13
  19. 19. Content that makes sense ✓ ✓ Based on: - The identity and strengths of your company - The needs of your clients Give people something to talk about, a reason to connect and interact with your company Tuesday 17 December 13
  20. 20. CHRISTELIJKE MUTUALITEITEN Bringing content based on client’s current needs and interests Tuesday 17 December 13
  21. 21. NIKO - DE WERF/LE CHANTIER Create a win-win situation with your customer Tuesday 17 December 13
  22. 22. Source image: Fine art America - Eric Hacke 3. I MP ROV E T H E CUSTO ME R ’ S E X P E R IEN CE Engage your customer with the values of your brand Tuesday 17 December 13
  23. 23. An experience only you can bring ✓ Tuesday 17 December 13 Based on the company’s USP and values ✓ Make clients feel they are part of your story ✓ Be unique
  24. 24. KLM - DISNEY’S PLANES Increase appreciation with the movie experience of a lifetime Tuesday 17 December 13
  25. 25. GREY POUPON Creating an experience through data-mining Tuesday 17 December 13
  26. 26. Source image: Flickr - Paul Giron TH E OU TC O M E : SOCIAL BUSINESS Tuesday 17 December 13
  27. 27. SALES M A RK ETI NG SERV IC E ! ? Tuesday 17 December 13
  28. 28. SOCIAL BUSINESS ! ? Tuesday 17 December 13
  29. 29. Tuesday 17 December 13
  30. 30. Tuesday 17 December 13
  31. 31. Q UE S T I ON S ? Tuesday 17 December 13

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