Social Media Day 7-3-2013 Van social media monitoring naar social CRM

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Presentatie op de 3de Social Media Day Academy; Van social media monitoring naar Social CRM door Folke Lemaitre, CEO Engagor.

Presentatie op de 3de Social Media Day Academy; Van social media monitoring naar Social CRM door Folke Lemaitre, CEO Engagor.

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  • 1. From Social Media Monitoring to Social CRM Folke Lemaitre Founder & CEO http://twitter.com/folke
  • 2. EngagorAll-in-one social media management Enterprisetool for the social business B2C Monitor your brand across the web Talk with your customers on any social network Measure your results Create detailed Social Media reports Powerful, yet easy to use Social CRM?
  • 3. What is Social CRM?“Social CRM is a philosophy and a businessstrategy, supported by a technology platform,business rules, workflow, processes and socialcharacteristics, designed to engage thecustomer in a collaborative conversation inorder to provide mutually beneficial value in atrusted and transparent business environment.Its the companys response to the customersownership of the conversation”
  • 4. What is Social CRM?“Social CRM is a philosophy and a businessstrategy, supported by a technology platform,business rules, workflow, processes and socialcharacteristics, designed to engage thecustomer in a collaborative conversation inorder to provide mutually beneficial value in atrusted and transparent business environment.Its the companys response to the customersownership of the conversation”
  • 5. What is Social CRM?• Managing Social Relationships (customer) – Between you and the customer – Between customers – Between employees• Always be there – Make it easy to approach you – Be responsive  fast, accurate – The past is important!
  • 6. Traditional CRM  Social CRM
  • 7. Why Social Media? Billions of conversations each day Consumers use social media every day. Do You?
  • 8. The Social Customer
  • 9. The Social CustomerThey Decide: • When they contact you • Where they contact you • Who they contact • How they contact you
  • 10. Marketing Funnel  Customer Life Cycle
  • 11. Social is key in Customer Buying Journey
  • 12. From Monitoring to CRM• Social Media adoption is maturing, but still in early stages• The 4 steps of Social CRM Adoption
  • 13. PR & Communications 1 Monitoring Analytics Engagement
  • 14. Marketing 2Monitoring Analytics Engagement
  • 15. Marketing & Customer Service 3 Monitoring Analytics Engagement
  • 16. A Social Media Team is born 4 Tie in your traditional CRM Monitoring Analytics Engagement
  • 17. Specialized Social Media Teams need Specialized Tools The Social Enterprise ⬌ Customer Support ⬌ MarketingCRM Social Media Team ⬌ HR ⬌ Sales ⬌ PR Analytics Monitoring Measure Results CRM Integration Engagement Real-time collaboration
  • 18. CRM within social media management tool
  • 19. Social CRM is more than Social Media• Managing the customer is changing: Active Reactive Proactive• Related “Buzz” words: – Customer Engagement – Customer Success – Customer Experience – Customer Lifecycle Management
  • 20. Social CRM is more than Social Media
  • 21. The Social CRM eco system
  • 22. The EndQuestions?