What is Social CRM anyway?

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From a Rolodex, to excel, to ACT!, to CRM - now Social CRM is it really necessary? Is it really new? A quick presentation to help clarify the answers

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What is Social CRM anyway?

  1. 1. Social CRM It is all about the Customer<br />your<br />Mitch Lieberman<br />Comity Technology Advisors<br />
  2. 2. First - What is CRM?<br />(Customer Relationship Management)<br /><ul><li> Is it contact management, only it costs more?</li></ul>Name, Address, Phone #<br /><ul><li> Is it a place to manage transactions and money?</li></ul>Orders, Invoices, Issues<br /><ul><li> Is it a place to manage potential customers? </li></ul>Prospects, Leads, Opportunities<br /><ul><li> Or simply something sales people complain about?</li></ul>Because they do not understand what’s in it for them!<br />@mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes<br />
  3. 3. Social CRM is an extension of CRM, the biggest change is a <br />Focus on your customers, not a focus on you<br />@mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes<br />
  4. 4. Different parts of the organization are not aligned, a<br /> Social CRM strategy includes strong guidelines for alignment<br />@mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes<br />
  5. 5. Social CRM is based on the simple principle that you will invite your customer into<br />the ecosystem and interact with them based on their needs, not your rules.<br />@mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes<br />Image by:<br />Textualcreations.ca<br />
  6. 6. Quick Background<br /> This presentation was part of a panel discussion, at the Vermont Business Expo. Each presenter was given 7 minutes, and had to end with tips for the audience.<br />
  7. 7. TIPS – 1 each <br />Support - Keep the ordinary, ordinary; Social includes public channels; include more personality<br />Sales – The value-add of you and your company’s expertise, not just your product are important,<br />Marketers – Learn to listen, engage and create with your customers, add facts and value along with personality,<br />Social CRM can be done without technology – trucks and delivery personnel can be a great social network – think about it!<br />@mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes<br />
  8. 8. Thank You!<br />@mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes<br />
  9. 9. Appendix<br /> Traditional CRM: “CRM is a philosophy and a business strategy, supported by a system and a technology, designed to improve human interactions in a business environment.”Social CRM: “Social 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.”<br />Paul Greenberg<br />@mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes<br />

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