Social crm

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Customer Relationship Management

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Social crm

  1. 1. SOCIAL CRM Presented by Saurabh Dalal
  2. 2. OVERVIEW  CRM  Social CRM  Structure  Examples of Social CRM  Features and Benefits
  3. 3. Customer Relationship Management • Definition : CRM is a Model for Managing company’s interactions with current and future customers • All techniques and tools that are used to enter into relation with customers • Uses Technology to organize, automate and synchronize sales, marketing and customer service
  4. 4. • Definition: Social CRM can be defined as business strategy of engaging customers through social media with goal of building trust and brand loyalty. • Customer Relation through Social Networking Sites • Two way communication between business and the consumer • Products like Facebook, Twitter, Linkedin, Plaxo – People Connect and Communicate Social CRM
  5. 5. Social Customer Customer Relationship Management Social Networks Social CRM Structure of Social CRM
  6. 6. • Type: Blog • Case: A Blog where Sony customers can post comments about existing products as well as providing Sony with input about new products • CRM: Marketing (New product development) and Service • An easy way for customers to share their thoughts with Sony and to find product related information in a quick and simple way Example: Sony
  7. 7. Case: Starbucks captured ideas in collaboration with their customers. Starbucks VIP card and getting a free cup of coffee when buying coffee beans are two examples of customer- generated idea currently in use CRM: Marketing (New product development) Business Value: Starbucks captured in one year more than 70,000 ideas submitted through the site. Customer Value: Customer like to have a place to put their creative ideas. Example: Starbucks
  8. 8. Features and Benefits • Increases user productivity by providing relevant analytics and real-time collaboration • Elevates employee performance by leveraging the collective knowledge of social network • Improves customer interaction and satisfaction by providing customer engagement on social media

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