CRM 2.0
Understanding the Social CRM landscape
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Social CRM
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Gated Community - CRM
Gated communities can be built
using applications providing
Social Media, Social Networking
& CMS capabilities.
E.g.: Jive, MoblieType Motion,
Joomla!, Drupal, etc.
Integration can be done with the
traditional CRM systems for
Lead Generation (registration),
Marketing (CMS, Events) and
Service (Forums, PM, Chat).
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User Components - CRM
Social Web allows users to
maintain their profile as well as
friends information & share too.
E.g.: OpenID, OpenSocial,
OAuth, FB Connect, etc.
Traditional CRM systems can
allow users to port their personal
information into the system to
maintain contact profiles. Friends
information can be used to create
new leads. User comments can
be used to create
SR/case/tickets.
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Social Media Monitoring - CRM
Social Media Monitoring
allows listening to the VoC
on the Social Web for
brand monitoring,
reputation management,
etc.
E.g.: Radian6, SM2,
Socialeyes, etc.
Social Data & Metrics
from the internet cloud &
SMM can be ETL'ed to
DW/BI tools & combined
with traditional CRM data.
Insights can be used to
strategise Social Media
Campaigns & track them.
VoC can be addressed
either directly or by
improving product/service.
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Integration Types
Structured [Quantitative Data]
●
DB, Flat files, XML, etc.
–
APIs, Web Services
–
Semantic
–
Unstructured [Qualitative Data]
●
Text Analytics
–
Natural Language Processing
–
Sentiment Analysis
–
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CRM 2.0 - Unaddressed
Cloud Computing Unified
● ●
Communications
SaaS/PaaS
–
Voice (VoIP, POTS)
–
Virtualization
–
Video, Whiteboard
–
Build Infrastructure?
–
Chat, IM, Presence
–
Deploy Apps?
–
Fax, Email, SMS
–
Mobile
●
Smartphones
–
Netbooks
–
MID/UMPC
–
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Thank You!
- A. Prem Kumar
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http://scorpfromhell.blogspot.com
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