Real World Social CRM use cases


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Learn about ways to enhance your current CRM solution with real time data from social sites.

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Real World Social CRM use cases

  1. 1. CRM Atlanta
  2. 2. What is Coworking? (from Wikipedia): An emerging trend for a new pattern for working. Typically work-at-home professionals or independent contractors or people who travel frequently end up working in relative isolation. Coworking is the social gathering of a group of people, who are still working independently, but who share values and who are interested in the synergy that can happen from working with talented people in the same space. Where? Between Midtown and VA/Highland just off Ponce. Close to Whole Foods, Borders, Staples, Home Depot, and Eats. Less than 2 months in business, already with 60+ members.
  3. 3. Consider: An office space alternative for startups and freelancers, developers and creatives, marketers and entrepreneurs. Like a coffee-shop, but no $5 lattes Fast WiFi access for all members Bring your laptop or desktop Dedicated desks are available Options for PO Boxes and Lockers Work side-by-side with tons of smart people that you’ll know The Best Place to Meet Local Talent Planned Daily Lunch & Learns from members & vendors Free Event Space for Meetups that enrich the community Month-to-month agreements; no long term contracts Bring guests and clients for free A one-fee monthly membership starting at $35/month before 2010!
  4. 4. Real World Social CRM Use Cases Josh Sweeney
  5. 5. This Presentation Does not outline what Social CRM is or is not This presentation: Outlines ways to enhance your current CRM solution with real time data from social sites. Does not present in broad terms. This is not the grand scheme approach.
  6. 6. Social CRM Use Cases
  7. 7. Personal Connection • Personal info in notes becomes stagnant. • Roll up information from for real time insight. Social CRM Use Cases
  8. 8. Brand Sentiment • Monitor how people feel about your brand. • Monitor how people feel about an industry • Monitor feelings about a brand you support Social CRM Use Cases
  9. 9. Social CRM Use Cases • Identify citizen marketers • Rate Citizen Marketers • Choose to recruit Citizen marketers Rating Citizen Marketers
  10. 10. Social CRM Use Cases • Identify people with issues that don’t put in a “ticket” • Support the people and gain trust • Analyze common frustrations • Presales support Enhanced Support
  11. 11. Social CRM Use Cases Employee Insight • Free roaming with confidence • Track the Social campaign
  12. 12. Social CRM Automation
  13. 13. Suggested Responses Social CRM Automation • Look for keywords and suggest responses. • Suggest supporting data
  14. 14. Automated Routing Social CRM Automation • Analyze source and content to route data • Finding the appropriate group saves time
  15. 15. Account Linking Social CRM Automation • Identify social accounts and link to the person or company in the CRM • Services provide and API to determine links
  16. 16. Junk Filter Social CRM Automation • More data is better…..Right? • SPAM filter for social media
  17. 17. Questions? Josh Sweeney Website: