Social CRM
Socializing Customer
Relations
Leon CK Leong
Chief Business Development Officer
Techsailor – TO THE NEW
leon@techsailor.com
sg.linkedin.com/in/leonck/
Em...
Turning Customers into Friends
economically driven
emotionally driven
Brand and Customer
relationships should
not be just about
contests, prizes and
promotions”
“
Build touch points with your audiences
Service
Feedback
Ideas
Advocacy
Loyalty
Experience
Social
On platforms where your target
audiences are active
Only 6 out of 25 use cases in general use
My Starbucks
Ideas collected
close to
200,000 user-
generated ideas
Starbucks: Customer Innovations
Lenovo’s Peer Support Community led to a
20% decrease in laptop service call volumes
Lenovo: Customer Service/Support
Västtrafik: Customer Experience
Sweden’s Västtrafik
redefines the
public transport
experience for
tourists with a
mobile a...
Technology
3 sides to Cross-Channel Integration
People
Understand your
Customer’s Journey
Identify your Brand’s
Influencers
Process
Connecting
Social Data with
Business KPIs
Bridging
Technology Silos
in the business
Technology
Technology audit on
existing systems
Integration of Social
CRM Functions /
Products
Technology
Technology audit on
existing systems
Integration of Social
CRM Functions /
Products
Email Leon leon@techsailor.com OR
Anshul anshul@thoughtbuzz.com
If you would like a copy of the slides
Creating new custom...
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Social CRM - Socializing Customer Relations

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Social CRM is the solution for integration across functions in Marketing and Customer Relations. Out of 25 use cases in Social CRM, marketers have only been actively applying 6. Learn how can marketers actively create touch points to convert customers to friends. Contact me: leon@techsailor.com

Published in: Marketing, Business, Education
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Social CRM - Socializing Customer Relations

  1. 1. Social CRM Socializing Customer Relations
  2. 2. Leon CK Leong Chief Business Development Officer Techsailor – TO THE NEW leon@techsailor.com sg.linkedin.com/in/leonck/ Email me if you’d like to have the slides
  3. 3. Turning Customers into Friends economically driven emotionally driven
  4. 4. Brand and Customer relationships should not be just about contests, prizes and promotions” “
  5. 5. Build touch points with your audiences Service Feedback Ideas Advocacy Loyalty Experience Social
  6. 6. On platforms where your target audiences are active
  7. 7. Only 6 out of 25 use cases in general use
  8. 8. My Starbucks Ideas collected close to 200,000 user- generated ideas Starbucks: Customer Innovations
  9. 9. Lenovo’s Peer Support Community led to a 20% decrease in laptop service call volumes Lenovo: Customer Service/Support
  10. 10. Västtrafik: Customer Experience Sweden’s Västtrafik redefines the public transport experience for tourists with a mobile application
  11. 11. Technology 3 sides to Cross-Channel Integration
  12. 12. People Understand your Customer’s Journey Identify your Brand’s Influencers
  13. 13. Process Connecting Social Data with Business KPIs Bridging Technology Silos in the business
  14. 14. Technology Technology audit on existing systems Integration of Social CRM Functions / Products
  15. 15. Technology Technology audit on existing systems Integration of Social CRM Functions / Products
  16. 16. Email Leon leon@techsailor.com OR Anshul anshul@thoughtbuzz.com If you would like a copy of the slides Creating new customer experiences on Social Media
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