CRM 2.0 - Understanding the Social CRM Landscape


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Here I present you the solution landscape for implementing the Social CRM strategy in the absence of any packaged solution. :)

Published in: Technology, Business
  • Wendy,

    You are very welcome! Look forward to reading about your progress with Social CRM on your blog. However, why would it require you to close down your traditional CRM? Are the methods so different in Social CRM per your experience/reasoning?

    BTW, the slides are shared under BY-NC-ND CC, meaning you can reuse it as is (no derivatives) for non commercial uses by attributing me as the original creator. :)

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  • Prem,

    Thanks for finding my tweets about SCRM and sending the link spreadsheet. Very helpful. I have been following Paul Greenberg, Bob Thompson, Axel Schultze and Denis Pombriant but the other perspectives are very helpful. I am working on using Xeesm right now to manage the social business side. I am actually closing down my traditional CRM in order to focus on the best way SCRM can help me. I am not so big that I can't do it just with one place. I plan to blog about the process on my company blog.

    Your visuals here are a nice overview. Slide 2 especially might be useful when I give some talks on this. I can't quite read the CC at the bottom. Are you open to allowing me to use it intact with link back to your slideshare profile or blog? Please let me know.

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CRM 2.0 - Understanding the Social CRM Landscape

  1. 1. CRM 2.0 Understanding the Social CRM landscape
  2. 2. Social CRM
  3. 3. 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).
  4. 4. 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.
  5. 5. 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.
  6. 6. Integration Types Structured [Quantitative Data] ● DB, Flat files, XML, etc. – APIs, Web Services – Semantic – Unstructured [Qualitative Data] ● Text Analytics – Natural Language Processing – Sentiment Analysis –
  7. 7. 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 –
  8. 8. Thank You! - A. Prem Kumar