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Social CRM
                         By
              Angsuman Chakraborty
Chief Architect - Relaso Social CRM (Taragana Inc.)




                                                      S
Contents


S  About us

S  Why CRM?

S  Why CRM fails?




                                Copyright Taragana Inc.
Contents – Social CRM


S  What is Social CRM?

S  The Social Customer

S  CRM to Social CRM

S  Why Social CRM?

S  Case Studies

S  How to evaluate Social CRM products?


                                           Copyright Taragana Inc.
About Angsuman Chakraborty


S  18 years of industry experience in architecting, leading & developing
   enterprise software products for Fortune 500 to Startup companies in USA &
   India

S  Product & Technical Lead for Extensity Enterprise products like Expense
   Report, Timesheet & Travel Plan products, products which lead to very
   successful IPO in 2000

S  Co-Founder Taragana Inc

S  Chief Software Architect at DoubleTwist Inc., Consultant Architect Millipore

S  B.Tech (Hons.) IIT Kharagpur, Sun Certified Java Architect



                                                                     Copyright Taragana Inc.
Taragana Inc


S    Develop Software Products & Services
      S    Relaso Social CRM & Customer Support Software
      S    Machine Translation Products for Blogs
      S    Gaea Times News Media

S    Few Notable clients:
      S    Invitrogen Inc., Millipore Inc., Merck Pharmaceuticals (all Fortune 1000)
      S    Scripps Research Laboratories, 720 Inc., Jotmate Inc. etc.
      S    ABP Group, Keya Seth etc.

S    Worldwide customer base (over 2000)


                                                                            Copyright Taragana Inc.
Why Customer Relationship
      Management?

S  In Peter F. Drucker’s words, the purpose of business is to
   create and keep a customer.

S  “The ability to successfully manage customer relationships
   can be decisive advantage in today’s competitive world.”
    – Craig Conway, President & CEO, PeopleSoft, Inc.




                                                       Copyright Taragana Inc.
Why CRM? - Customer


S  Increase customer satisfaction

S  Add new customers

S  Retain and Increase sales from existing customers




                                                        Copyright Taragana Inc.
Why CRM? - Relationship


S  Relationship with existing customer to
    S  Retain them as well as cross-sell
    S  Spur Word-of-mouth campaign of product / service

S  Relationship with new prospects
    S  Increase conversion
    S  Spur Word-of-mouth campaign of product / service, effectively
        creating an unpaid marketing team

S  Avoid PR disasters before they happen

                                                           Copyright Taragana Inc.
Why CRM? - Management


S  Tracking

S  Analytics

S  Reporting

S  Automation




                     Copyright Taragana Inc.
Why CRM?


S  Shared Information
    S  Leverage new prospects
    S  Cross selling
    S  Analytics

S  Record all interactions
    S  Maintain commitments, even with staff churning
    S  Legal Compliance (SOX, J-SOX, Bill 198 etc.)
    S  Business Analytics & Reporting


                                                         Copyright Taragana Inc.
Legal Requirements


S  Key financial processes
    S  Marketing discretionary spending
    S  Sales revenue recognition
    S  Service credits and product returns

S  Audit Trail

S  Monitoring business activities

S  Tracking cost and revenues


                                              Copyright Taragana Inc.
Sales


S  Tracking, recording and streamlining sales process

S  Sales forecast

S  Business insights into opportunities, territories

S  Workflow automation




                                                        Copyright Taragana Inc.
Marketing


S  Tracking & measuring multi-channel campaigns

S  ROI Analysis

S  Lead qualification & lead targeting

S  Drip Marketing

S  Recency – Frequency - Monetary Value Analysis &
   Automated Actions

                                                   Copyright Taragana Inc.
Customer Support


S  Increase customer satisfaction by better and standardized
   service and processes

S  Accept requests by SMS, Email, Phone, Social Media and
   process them uniformly with timely notifications

S  Track support tickets for analysis and reporting

S  Measure & improve resolution & response times



                                                       Copyright Taragana Inc.
CRM Failures in 2001-2009


Year     Organization             Failure Rate
2001     Gartner Group            50%

2002     Butler Group             70%
2002     Selling Power, CSO       69.3%
         Forum

2007     Economist Intelligence   56%
         Unit



                                                 Copyright Taragana Inc.
CRM Challenges


S  Management
    S  Vision & Strategy
    S  Support
    S  Change Agent

S  End User Adoption

S  Total Cost of Ownership

S  Time to implement


                                Copyright Taragana Inc.
CRM Challenges: End User
        Adoption

S  A well cited study by AMR Research found that even among top
   CRM vendors, 47 percent of companies reported serious
   challenges with end-user adoption that often put projects in
   jeopardy.

S  Analysis shows that CRM implementations that do not make
   daily tasks more productive for individuals will not see corporate
   benefits.

Source: http://www.crmlandmark.com/survey_crmfailures.htm


                                                          Copyright Taragana Inc.
What is Social CRM?


“CRM is a philosophy & a business strategy, supported by a
technology platform, business rules, workflow, processes &
social characteristics, designed to engage the customer in a
collaborative conversation in order to provide mutually
beneficial value in a trusted & transparent business
environment. It’s the company’s response to the customer’s
ownership of the conversation.”
Paul Greenberg, a leader in Social CRM & Author of CRM at
the Speed of Light


                                                   Copyright Taragana Inc.
What is Social CRM?


S  Social CRM is a business strategy & mindset

S  Social CRM is still CRM but evolved to account for new
  generation of enlightened customers

S  Supported by Technology & Processes

S  Component of Social or Collaborative Business




                                                    Copyright Taragana Inc.
The Social Customer


S  Consumes information and learns about breaking news through
   sites like Twitter and Facebook
S  Learns about new products through social channels and networks

S  Discusses about products and services on web and Social Media

S  Desires a conversation with the brand rather than one-way ad
   messages. Wants brands to listen, engage and respond quickly
S  Expects brands to be active in the same social media site that he
   participates in


                                                            Copyright Taragana Inc.
The Social Customer




                  Copyright Taragana Inc.
CRM to Social CRM

         Mindset              Processes         Technology        Channels          Landscape

CRM      - Customer facing    - Customer life   Automating        Single view       - Individual
         employee             cycle             & supporting      of customer       relationship
         - Centralized        - Process         business          based on          - Targeted
         Innovation Team      centric           processes         interactions      messages
                              - CRM                               history           generate
                              Processes                                             value
Social   - All employees      - Company life    Community         Multiple          - Complex
CRM      engage               cycle             creation both     channels          relationship
         - Customers in the   - Conversation    internal &        complicate        network
         center of            centric           externally        single view       -
         innovation cycle     - Value Chain                       of customer       Conversation
                                                                  -do-              generates
                                                                                    value

                                                                                Copyright Taragana Inc.
                                                      Modified from : Deloitte Development LLC Slide
CRM to Social CRM


            CRM                        SOCIAL CRM
WHO         Assigned departments       Everyone
WHAT        Company defined            Customer defined
            process                    process
WHEN        Business hours             Customers defined
                                       hours
WHERE       Defined channels           Customer-driven
                                       dynamic channels
WHY         Transaction                Interaction
HOW         Inside out                 Outside in

                                   Modified from: Chess Media Group Slide Inc.
                                                        Copyright Taragana
Why Social ? 18 Use Cases

 Marketing        Sales       Service &       Innovation    Collaboration      Customer
                               Support                                         Experience

   Social      Social Sales      Social       Innovations   Collaboration       Seamless
 Marketing       Insights       Support         Insights      Insights          Customer
  Insights                      Insights                                        Experience

Rapid Social   Rapid Social   Rapid Social   Crowdsourced    Enterprise            VIP
 Marketing       Sales         Response          R&D        Collaboration       Experience
 Response       Response

   Social       Proactive     Peer-to-Peer   Crowdsourced    Extended
 Campaign      Social Lead      Unpaid         Roadmap      Collaboration
  Tracking     Generation       Armies

Social Event
Management



                                                                      Copyright Taragana Inc.
Case Studies


S  AFTER STEAZ: When an organic tea company started talking
  on Facebook and Twitter about why teas that are organic matter,
  consumer listened. In fact they not only listened, they bought the
  product and sales doubled. When downloadable coupons were
  then offered on these social networks, 250,000 were downloaded
  and 2,830 tweets were recorded in an hour.
S  BARACK OBAMA: Social media campaign for the President on
  My.BarackObama.com raised $30,000,000 from over 70,000
  personal fund-raising pages, 400,000 blogs, 35,000 groups and
  200,000 offline events. Based on approval ratings, it also was
  probably the time when trust in the President was highest.


                                                         Copyright Taragana Inc.
Case Studies


S  BEST BUY (Twelp Force) : Best Buy employee
  communities grew to 2,200 employees within 3 months and
  responded to over 13,000 customers on social networks
  answering public questions, concerns, and opinions. The
  Twitter feed @twelpforce now counts over 29,000 followers
  and the number of questions averages 100-125 per day and
  is considered a key value-add by customers and the
  company



                                                  Copyright Taragana Inc.
Case Studies


S  DR. VAKSMAN: Local Dentist with five month old dental
   practice in San Francisco attracted 320 new clients through social
   media presence including Facebook, Twitter, LinkedIn and
   YouTube.

S  H&R BLOCK: Tax preparation is a highly seasonal business.
   H&R used Facebook and Twitter to provide immediate access to a
   tax professional for Q&A in the “Get It Right” social media
   campaign. The effort secured 1,500,000 unique visitors and
   answered 1,000,000 questions for a 15% lift in business versus the
   prior year when there was no social media “Get It Right” program


                                                          Copyright Taragana Inc.
Case Studies


S  INDIUM: A company that manufactures special alloys isn’t sexy; neither is
   convincing 14 of its engineers to start blogs. But that exactly what the
   company does. It increased leads, prospects, conversions and sales by double
   digits plus it gave customers the opportunity to know the company’s
   employees personally.

S  QUICKEN: Launched social community and blogger outreach to build long-
   term relationships with future and potential customers and provided free
   credit reports/scores, home value report and mortgage recommendations.
   Quizzle.com received over 425,000 visits and 70,000 accounts were created
   without a dollar spent in traditional advertising.

S  Kolaveri Di – 45,542,295 views on Saturday 25th 2012 at 5:15AM




                                                                   Copyright Taragana Inc.
Social CRM for Professionals


S  Manage Contacts and Clients
   S  Automate greetings and reminders
   S  Bulk & automated communication

S  Generate leads online through Social Media & Web

S  Create & Manage Targeted SMS & Email Campaigns

S  Unified Customer Support through Phone, Email, SMS, Web &
   Social Media, with side-effects of increasing brand image online &
   increased customer satisfaction.

                                                         Copyright Taragana Inc.
How to evaluate Social CRM
          Products?

S  Does it work with any mobile, not just smartphones? Does it work
   even without internet access?
S  Does it unify communication across multiple regular and social
   channels including SMS, Email, Phone, Web, Twitter, Facebook,
   LinkedIn and Blog thereby allowing both you and your customer
   to communicate via these channels?
S  Built-in intelligence. Does it intelligently & proactively fetch
   information about your contacts & their business from web &
   social media. Does it reduce your daily work by in-built
   intelligence?


                                                               Copyright Taragana Inc.
How to evaluate Social CRM
          Products?

S  Is it multi-lingual? Can you use the CRM in Hindi or
  Bengali etc. in addition to English?

S  Does it notify you in real-time what your customers are
  talking about your company, your product & services as well
  as your competitors and also allow you to respond instantly?

S  Does it have a Business Rule Engine & Workflow Engine to
  encapsulate your business processes and SLA’s etc.?


                                                     Copyright Taragana Inc.
Social CRM – SaaS vs Hosted


S  Software-as-a-Service
  S  Zero to minimal upfront cost
  S  Low monthly cost, proportional to team size; you pay more as
        your business grows and vice versa
  S    No AMC,
  S    Anytime, anywhere availability
  S    Automatic Data protection & backup, increased robustness
  S    Protection against hard-drive crash, virus, worms


                                                         Copyright Taragana Inc.
Social CRM – SaaS vs Hosted


S  Hosted
   S  Pros
       S  Installed on your server so greater perception (not reality) of data
           security
   S  Cons
       S  Installed on your server
           S  Need to ensure:
               S  Data protection & backup
               S  Virus, worms, trojans protection
           S  Not available anytime, anywhere unless it is hosted on 24/7
               connected data center like with a hosting provider


                                                                      Copyright Taragana Inc.
Social CRM - Summary


S  CRM & Social CRM has addressable challenges

S  Social CRM is a mindset and process, not just technology

S  Social CRM today is a requirement, not a luxury for most
  business. Social CRM market to surpass $1 Billion in
  revenue by 2012 (Gartner Study).




                                                    Copyright Taragana Inc.
Resources


S    Social CRM Presentation at IIFT http://blog.relaso.com/social-crm-presentation-at-iift-slides-in-pdf/

S    Review of CRM failures http://pi.vu/GuH

S    CRM Success Factors http://pi.vu/Gum

S    Social CRM Market Size http://www.gartner.com/it/page.jsp?id=1777938

S    Taragana http://taragana.com

S    Relaso http://relaso.com
      S    Blog http://blog.relaso.com
      S    Facebook page https://www.facebook.com/relasoproduct

S    Angsuman Chakraborty http://taragana.relaso.com/profile/angsuman




                                                                                                 Copyright Taragana Inc.

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Social crm

  • 1. Social CRM By Angsuman Chakraborty Chief Architect - Relaso Social CRM (Taragana Inc.) S
  • 2. Contents S  About us S  Why CRM? S  Why CRM fails? Copyright Taragana Inc.
  • 3. Contents – Social CRM S  What is Social CRM? S  The Social Customer S  CRM to Social CRM S  Why Social CRM? S  Case Studies S  How to evaluate Social CRM products? Copyright Taragana Inc.
  • 4. About Angsuman Chakraborty S  18 years of industry experience in architecting, leading & developing enterprise software products for Fortune 500 to Startup companies in USA & India S  Product & Technical Lead for Extensity Enterprise products like Expense Report, Timesheet & Travel Plan products, products which lead to very successful IPO in 2000 S  Co-Founder Taragana Inc S  Chief Software Architect at DoubleTwist Inc., Consultant Architect Millipore S  B.Tech (Hons.) IIT Kharagpur, Sun Certified Java Architect Copyright Taragana Inc.
  • 5. Taragana Inc S  Develop Software Products & Services S  Relaso Social CRM & Customer Support Software S  Machine Translation Products for Blogs S  Gaea Times News Media S  Few Notable clients: S  Invitrogen Inc., Millipore Inc., Merck Pharmaceuticals (all Fortune 1000) S  Scripps Research Laboratories, 720 Inc., Jotmate Inc. etc. S  ABP Group, Keya Seth etc. S  Worldwide customer base (over 2000) Copyright Taragana Inc.
  • 6. Why Customer Relationship Management? S  In Peter F. Drucker’s words, the purpose of business is to create and keep a customer. S  “The ability to successfully manage customer relationships can be decisive advantage in today’s competitive world.” – Craig Conway, President & CEO, PeopleSoft, Inc. Copyright Taragana Inc.
  • 7. Why CRM? - Customer S  Increase customer satisfaction S  Add new customers S  Retain and Increase sales from existing customers Copyright Taragana Inc.
  • 8. Why CRM? - Relationship S  Relationship with existing customer to S  Retain them as well as cross-sell S  Spur Word-of-mouth campaign of product / service S  Relationship with new prospects S  Increase conversion S  Spur Word-of-mouth campaign of product / service, effectively creating an unpaid marketing team S  Avoid PR disasters before they happen Copyright Taragana Inc.
  • 9. Why CRM? - Management S  Tracking S  Analytics S  Reporting S  Automation Copyright Taragana Inc.
  • 10. Why CRM? S  Shared Information S  Leverage new prospects S  Cross selling S  Analytics S  Record all interactions S  Maintain commitments, even with staff churning S  Legal Compliance (SOX, J-SOX, Bill 198 etc.) S  Business Analytics & Reporting Copyright Taragana Inc.
  • 11. Legal Requirements S  Key financial processes S  Marketing discretionary spending S  Sales revenue recognition S  Service credits and product returns S  Audit Trail S  Monitoring business activities S  Tracking cost and revenues Copyright Taragana Inc.
  • 12. Sales S  Tracking, recording and streamlining sales process S  Sales forecast S  Business insights into opportunities, territories S  Workflow automation Copyright Taragana Inc.
  • 13. Marketing S  Tracking & measuring multi-channel campaigns S  ROI Analysis S  Lead qualification & lead targeting S  Drip Marketing S  Recency – Frequency - Monetary Value Analysis & Automated Actions Copyright Taragana Inc.
  • 14. Customer Support S  Increase customer satisfaction by better and standardized service and processes S  Accept requests by SMS, Email, Phone, Social Media and process them uniformly with timely notifications S  Track support tickets for analysis and reporting S  Measure & improve resolution & response times Copyright Taragana Inc.
  • 15. CRM Failures in 2001-2009 Year Organization Failure Rate 2001 Gartner Group 50% 2002 Butler Group 70% 2002 Selling Power, CSO 69.3% Forum 2007 Economist Intelligence 56% Unit Copyright Taragana Inc.
  • 16. CRM Challenges S  Management S  Vision & Strategy S  Support S  Change Agent S  End User Adoption S  Total Cost of Ownership S  Time to implement Copyright Taragana Inc.
  • 17. CRM Challenges: End User Adoption S  A well cited study by AMR Research found that even among top CRM vendors, 47 percent of companies reported serious challenges with end-user adoption that often put projects in jeopardy. S  Analysis shows that CRM implementations that do not make daily tasks more productive for individuals will not see corporate benefits. Source: http://www.crmlandmark.com/survey_crmfailures.htm Copyright Taragana Inc.
  • 18. What is Social CRM? “CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.” Paul Greenberg, a leader in Social CRM & Author of CRM at the Speed of Light Copyright Taragana Inc.
  • 19. What is Social CRM? S  Social CRM is a business strategy & mindset S  Social CRM is still CRM but evolved to account for new generation of enlightened customers S  Supported by Technology & Processes S  Component of Social or Collaborative Business Copyright Taragana Inc.
  • 20. The Social Customer S  Consumes information and learns about breaking news through sites like Twitter and Facebook S  Learns about new products through social channels and networks S  Discusses about products and services on web and Social Media S  Desires a conversation with the brand rather than one-way ad messages. Wants brands to listen, engage and respond quickly S  Expects brands to be active in the same social media site that he participates in Copyright Taragana Inc.
  • 21. The Social Customer Copyright Taragana Inc.
  • 22. CRM to Social CRM Mindset Processes Technology Channels Landscape CRM - Customer facing - Customer life Automating Single view - Individual employee cycle & supporting of customer relationship - Centralized - Process business based on - Targeted Innovation Team centric processes interactions messages - CRM history generate Processes value Social - All employees - Company life Community Multiple - Complex CRM engage cycle creation both channels relationship - Customers in the - Conversation internal & complicate network center of centric externally single view - innovation cycle - Value Chain of customer Conversation -do- generates value Copyright Taragana Inc. Modified from : Deloitte Development LLC Slide
  • 23. CRM to Social CRM CRM SOCIAL CRM WHO Assigned departments Everyone WHAT Company defined Customer defined process process WHEN Business hours Customers defined hours WHERE Defined channels Customer-driven dynamic channels WHY Transaction Interaction HOW Inside out Outside in Modified from: Chess Media Group Slide Inc. Copyright Taragana
  • 24. Why Social ? 18 Use Cases Marketing Sales Service & Innovation Collaboration Customer Support Experience Social Social Sales Social Innovations Collaboration Seamless Marketing Insights Support Insights Insights Customer Insights Insights Experience Rapid Social Rapid Social Rapid Social Crowdsourced Enterprise VIP Marketing Sales Response R&D Collaboration Experience Response Response Social Proactive Peer-to-Peer Crowdsourced Extended Campaign Social Lead Unpaid Roadmap Collaboration Tracking Generation Armies Social Event Management Copyright Taragana Inc.
  • 25. Case Studies S  AFTER STEAZ: When an organic tea company started talking on Facebook and Twitter about why teas that are organic matter, consumer listened. In fact they not only listened, they bought the product and sales doubled. When downloadable coupons were then offered on these social networks, 250,000 were downloaded and 2,830 tweets were recorded in an hour. S  BARACK OBAMA: Social media campaign for the President on My.BarackObama.com raised $30,000,000 from over 70,000 personal fund-raising pages, 400,000 blogs, 35,000 groups and 200,000 offline events. Based on approval ratings, it also was probably the time when trust in the President was highest. Copyright Taragana Inc.
  • 26. Case Studies S  BEST BUY (Twelp Force) : Best Buy employee communities grew to 2,200 employees within 3 months and responded to over 13,000 customers on social networks answering public questions, concerns, and opinions. The Twitter feed @twelpforce now counts over 29,000 followers and the number of questions averages 100-125 per day and is considered a key value-add by customers and the company Copyright Taragana Inc.
  • 27. Case Studies S  DR. VAKSMAN: Local Dentist with five month old dental practice in San Francisco attracted 320 new clients through social media presence including Facebook, Twitter, LinkedIn and YouTube. S  H&R BLOCK: Tax preparation is a highly seasonal business. H&R used Facebook and Twitter to provide immediate access to a tax professional for Q&A in the “Get It Right” social media campaign. The effort secured 1,500,000 unique visitors and answered 1,000,000 questions for a 15% lift in business versus the prior year when there was no social media “Get It Right” program Copyright Taragana Inc.
  • 28. Case Studies S  INDIUM: A company that manufactures special alloys isn’t sexy; neither is convincing 14 of its engineers to start blogs. But that exactly what the company does. It increased leads, prospects, conversions and sales by double digits plus it gave customers the opportunity to know the company’s employees personally. S  QUICKEN: Launched social community and blogger outreach to build long- term relationships with future and potential customers and provided free credit reports/scores, home value report and mortgage recommendations. Quizzle.com received over 425,000 visits and 70,000 accounts were created without a dollar spent in traditional advertising. S  Kolaveri Di – 45,542,295 views on Saturday 25th 2012 at 5:15AM Copyright Taragana Inc.
  • 29. Social CRM for Professionals S  Manage Contacts and Clients S  Automate greetings and reminders S  Bulk & automated communication S  Generate leads online through Social Media & Web S  Create & Manage Targeted SMS & Email Campaigns S  Unified Customer Support through Phone, Email, SMS, Web & Social Media, with side-effects of increasing brand image online & increased customer satisfaction. Copyright Taragana Inc.
  • 30. How to evaluate Social CRM Products? S  Does it work with any mobile, not just smartphones? Does it work even without internet access? S  Does it unify communication across multiple regular and social channels including SMS, Email, Phone, Web, Twitter, Facebook, LinkedIn and Blog thereby allowing both you and your customer to communicate via these channels? S  Built-in intelligence. Does it intelligently & proactively fetch information about your contacts & their business from web & social media. Does it reduce your daily work by in-built intelligence? Copyright Taragana Inc.
  • 31. How to evaluate Social CRM Products? S  Is it multi-lingual? Can you use the CRM in Hindi or Bengali etc. in addition to English? S  Does it notify you in real-time what your customers are talking about your company, your product & services as well as your competitors and also allow you to respond instantly? S  Does it have a Business Rule Engine & Workflow Engine to encapsulate your business processes and SLA’s etc.? Copyright Taragana Inc.
  • 32. Social CRM – SaaS vs Hosted S  Software-as-a-Service S  Zero to minimal upfront cost S  Low monthly cost, proportional to team size; you pay more as your business grows and vice versa S  No AMC, S  Anytime, anywhere availability S  Automatic Data protection & backup, increased robustness S  Protection against hard-drive crash, virus, worms Copyright Taragana Inc.
  • 33. Social CRM – SaaS vs Hosted S  Hosted S  Pros S  Installed on your server so greater perception (not reality) of data security S  Cons S  Installed on your server S  Need to ensure: S  Data protection & backup S  Virus, worms, trojans protection S  Not available anytime, anywhere unless it is hosted on 24/7 connected data center like with a hosting provider Copyright Taragana Inc.
  • 34. Social CRM - Summary S  CRM & Social CRM has addressable challenges S  Social CRM is a mindset and process, not just technology S  Social CRM today is a requirement, not a luxury for most business. Social CRM market to surpass $1 Billion in revenue by 2012 (Gartner Study). Copyright Taragana Inc.
  • 35. Resources S  Social CRM Presentation at IIFT http://blog.relaso.com/social-crm-presentation-at-iift-slides-in-pdf/ S  Review of CRM failures http://pi.vu/GuH S  CRM Success Factors http://pi.vu/Gum S  Social CRM Market Size http://www.gartner.com/it/page.jsp?id=1777938 S  Taragana http://taragana.com S  Relaso http://relaso.com S  Blog http://blog.relaso.com S  Facebook page https://www.facebook.com/relasoproduct S  Angsuman Chakraborty http://taragana.relaso.com/profile/angsuman Copyright Taragana Inc.