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.

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

  1. 1. From Social Media Monitoring to Social CRM Folke Lemaitre Founder & CEO http://twitter.com/folke
  2. 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. 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. 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. 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. 6. Traditional CRM  Social CRM
  7. 7. Why Social Media? Billions of conversations each day Consumers use social media every day. Do You?
  8. 8. The Social Customer
  9. 9. The Social CustomerThey Decide: • When they contact you • Where they contact you • Who they contact • How they contact you
  10. 10. Marketing Funnel  Customer Life Cycle
  11. 11. Social is key in Customer Buying Journey
  12. 12. From Monitoring to CRM• Social Media adoption is maturing, but still in early stages• The 4 steps of Social CRM Adoption
  13. 13. PR & Communications 1 Monitoring Analytics Engagement
  14. 14. Marketing 2Monitoring Analytics Engagement
  15. 15. Marketing & Customer Service 3 Monitoring Analytics Engagement
  16. 16. A Social Media Team is born 4 Tie in your traditional CRM Monitoring Analytics Engagement
  17. 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. 18. CRM within social media management tool
  19. 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. 20. Social CRM is more than Social Media
  21. 21. The Social CRM eco system
  22. 22. The EndQuestions?

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