Friday Session #63: Monitoring, Managing or Customer Service

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How to choose the right social media tool for your business?

The world of monitoring tools is complex and varied. During our FAS #63, Cleverwood consultant Kim Recour introduced us to the most interesting tools, complete with valuable examples and simulated tests.

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Friday Session #63: Monitoring, Managing or Customer Service

  1. 1. FRIDAY  SESSION  #63   Monitoring,  Managing  or  Customer  Service     by  Kim  Recour   @Cleverwood   #FridaySession  
  2. 2. #Types     #  Types   Monitoring  Tools     Social  Media   Management   Tools     Social  CRM    
  3. 3. #Features     #  Types   Monitoring  Tools     Monitor   your  brand   Online  &   Social   Engage  with   your   audience   Insights  &   AnalyJcs   Online  &   Social   Social  Media   Management   Tools     Monitor   your  brand   on  Social   Engage  with   your   audience   Insights  &   AnalyJcs  on   Social   Social  CRM     Monitor   your   keywords   on  Social     Customer   Service  &   Engageme nt  on   Social   Insights  &   AnalyJcs  on   Customer   Service  
  4. 4. #Supported   #  Types     Monitoring  Tools     Monitor   your  brand   Online  &   Social   Engage  with   your   audience   Insights  &   AnalyJcs   Online  &   Social   Social  Media   Management   Tools     Monitor   your  brand   on  Social   Engage  with   your   audience   Insights  &   AnalyJcs  on   Social   Social  CRM     Monitor   your   keywords   on  Social   (&online)     Customer   Service  &   Engageme nt  on   Social   (&online)   Insights  &   AnalyJcs  on   Customer   Service  
  5. 5. #Examples   #  Types     Monitoring  Tools     Monitor   your  brand   Online  &   Social   Engage  with   your   audience   Insights  &   AnalyJcs   Online  &   Social   Social  Media   Management   Tools     Monitor   your  brand   on  Social   Engage  with   your   audience   Insights  &   AnalyJcs  on   Social   Social  CRM     Monitor   your   keywords   on  Social   (&online)     Customer   Service  &   Engageme nt  on   Social   (&online)   Insights  &   AnalyJcs  on   Customer   Service  
  6. 6. #Benchmark   #  Types    
  7. 7. #Benchmark   #  Types    
  8. 8. #Monitoring  Tools   #  Types     Features  of  a  Monitoring  Tool       •  Monitoring:  Online  &  Social  Media     •  AnalyJcs  &  ReporJng     •  Dashboard   •  CollaboraJon     •  Publishing  &  Scheduling     •  Management  of  your  profiles     •  Key  Influencer  Mapping       Monitor   your  brand   Online  &   Social   Engage  with   your   audience   Insights  &   AnalyJcs   Online  &   Social  
  9. 9. #Social  Media  Management  Tool   #  Types    
  10. 10. #Social  Media  Management  Tool   #  Types     Features  of  a  Social  Media  Management  Tool     •  Monitoring:  Social  Media   •  Management  of  your  profiles     •  Publishing  &  Scheduling   •  AnalyJcs  &  ReporJng   •  CollaboraJve     Monitor   your  brand   on  Social   Engage  with   your   audience   Insights  &   AnalyJcs  on   Social    
  11. 11.                #Social  Media  Management  Tool   #  Types    
  12. 12. #SocialCRM   #  Types     Features  of  a  Social  CRM  tool     •  Monitoring:  Social  (some  tools  offer  online  too)     •  Management  of  your  profiles     •  Link  to  exisJng  CRM     •  AnalyJcs  &  ReporJng   •  CollaboraJve         Monitor   your   keywords   on  Social   (&online)     Customer   Service  &   Engagement   Insights  &   AnalyJcs  on   Customer   Service  
  13. 13. #SocialCRM   #  Types    
  14. 14. #PickYourTool   #  Types     I  want  to   monitor  my   brand   Online  +   Social   Social  only     I  want  to   engage  with   my   customers   I  need  a  lot   of  channels   Facebook  &   TwiXer  will   do  
  15. 15. 07/03/14 See you next Friday Session Want to be the next speaker for a FAS? Drop us a message @cleverwood or via info@cleverwood.be Did you enjoy it? Join us for the next FAS! §  FAS #64: Key recipes for killer infographics (March, 7th) Want to know more? www.cleverwood.be

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