Social CRM
A Brief introduction
Of Communities, Social Media
& Social Software
Community
com mu ni ty‧ ‧ ‧ [kuh-myoo-ni-tee]
–noun, plural -ties.
A social, religious, occupational, or other group
shari...
Community Characteristics
● Identity - uniquely identifying people in the system
● Presence - knowing who is online, avail...
Social Media
Social Media is the use of electronic and Internet
tools for the purpose of sharing and discussing
informatio...
Blogs
Wikis
Podcasts
RSS
Mashups
Social Networks
Social Software
Social Software encompasses a range of software
systems that allow users to interact and share
data and cr...
Social CRM
Social Software in CRM
● Social Software primarily affects the following
CRM areas:
– Marketing
– Sales
– Support
– Busine...
Marketing
● Social Media
– Viral
– WOMM
– Blogs, YouTube,
Microblogging, etc.
● Community Marketing
● Content Management
S...
Sales
● Contacts
– Profiles
– FOAF
– Social Networks &
Graphs
● Events
● Web 2.0
– Maps, Routes,
Weather
● Semantic Web
● ...
Support
● Forums
● Micro blogging
● Social Messaging
● Live Chat
● Event Chat
● VoIP
● Instant gratification
● Crowdsourci...
Business Intelligence (BI)
● Social Media Metrics
– Web Analytics
● Social Network
Analysis
● Sentiment Analysis
● Social ...
Social Media Metrics
● Determine
– Volume
– Sentiment around a brand or topic
● Types
– Activity Metrics
– Survey Metrics
...
Activity Metrics
● Page views
● Unique visitors
● Members
● Posts (ideas/threads)
● Number of groups
(networks/forums)
● C...
Social Software Group
Customer Solutions Practice, Cognizant Technology Solutions
Vision
To design, build & implement Social Software
Solutions for our clients enabling them to
beneficially engage via Com...
How do we implement it?
● CRM is not about Software/IT; even more so
with Social CRM
● Highly imperative to stress on “soc...
Current Offerings
● Synapses 2.0
– LAMP
– J2EE
– Custom
● SynapsesCRM
– CTI
– BI
– Vertical Modules*
● TRUST Framework
– T...
Tools-R-Us@Cognizant.com
Social CRM - A brief Introduction
Social CRM - A brief Introduction
Social CRM - A brief Introduction
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Social CRM - A brief Introduction

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Here we try to provide a brief introduction to Social CRM for an IT person.

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Social CRM - A brief Introduction

  1. 1. Social CRM A Brief introduction
  2. 2. Of Communities, Social Media & Social Software
  3. 3. Community com mu ni ty‧ ‧ ‧ [kuh-myoo-ni-tee] –noun, plural -ties. A social, religious, occupational, or other group sharing common characteristics or interests and perceived or perceiving itself as distinct in some respect from the larger society within which it exists (usually prec. by the): the business community; the community of scholars.
  4. 4. Community Characteristics ● Identity - uniquely identifying people in the system ● Presence - knowing who is online, available or otherwise nearby ● Relationships - describing how two users in the system are related ● Conversations - talking to other people through the community ● Groups - forming communities of interest ● Reputation - knowing the status/standing of other people in the system ● Sharing - sharing things that are meaningful to participants ● Awareness - know who has similar interests/tastes/content and activity
  5. 5. Social Media Social Media is the use of electronic and Internet tools for the purpose of sharing and discussing information and experiences with other human beings. The term most often refers to activities that integrate technology, social interaction, and the construction of words, pictures, videos and audio.
  6. 6. Blogs Wikis Podcasts RSS Mashups Social Networks
  7. 7. Social Software Social Software encompasses a range of software systems that allow users to interact and share data and create online social networks. Social Software Systems typically comprise of Social Networking Systems (SNS) that enable and/or create Social Media, Social Data and Social Messaging.
  8. 8. Social CRM
  9. 9. Social Software in CRM ● Social Software primarily affects the following CRM areas: – Marketing – Sales – Support – Business Intelligence (BI)
  10. 10. Marketing ● Social Media – Viral – WOMM – Blogs, YouTube, Microblogging, etc. ● Community Marketing ● Content Management System (CMS) ● Peers vs Establishment ● Brand Advocacy vs Brand Promotion ● Speak vs Listen
  11. 11. Sales ● Contacts – Profiles – FOAF – Social Networks & Graphs ● Events ● Web 2.0 – Maps, Routes, Weather ● Semantic Web ● Lead Generation through SNS ● Opportunity Management behind the scenes in CRMS ● Unique ID shared by SNS & CRMS ● Individualized Shopping Carts on affiliate sites via Semantic APIs
  12. 12. Support ● Forums ● Micro blogging ● Social Messaging ● Live Chat ● Event Chat ● VoIP ● Instant gratification ● Crowdsourcing ● Channel of Customer's choice ● Self help by communities
  13. 13. Business Intelligence (BI) ● Social Media Metrics – Web Analytics ● Social Network Analysis ● Sentiment Analysis ● Social Media Optimization ● Search Engine Optimization ● Online Reputation Management
  14. 14. Social Media Metrics ● Determine – Volume – Sentiment around a brand or topic ● Types – Activity Metrics – Survey Metrics – ROI Measurements – Individual Metrics (for members) – General Internet Tracking
  15. 15. Activity Metrics ● Page views ● Unique visitors ● Members ● Posts (ideas/threads) ● Number of groups (networks/forums) ● Comments & Trackbacks ● Tags/Ratings/Rankings ● Time spent on site ● Contributors ● Active contributors ● Word count ● Referrals ● Completed profiles ● Connections (between members) ● Ratios: Member to contributor; ● Posts to comments; Completed profiles to posts ● Periods: By day, week, month, year ● Frequency: of visits, posts, comments
  16. 16. Social Software Group Customer Solutions Practice, Cognizant Technology Solutions
  17. 17. Vision To design, build & implement Social Software Solutions for our clients enabling them to beneficially engage via Communities with their Customers & thus help market, sell and support their offerings via the increasingly influential & proliferative Social Media.
  18. 18. How do we implement it? ● CRM is not about Software/IT; even more so with Social CRM ● Highly imperative to stress on “social” than on “software” ● Our offering - Synapses 2.0 Framework – Architecture ● Components – Methodology
  19. 19. Current Offerings ● Synapses 2.0 – LAMP – J2EE – Custom ● SynapsesCRM – CTI – BI – Vertical Modules* ● TRUST Framework – TRUST Manager – TRUST Matrix – TFAQ ● triniti Innovation Framework – Brainy – Neuron ● Neuron Magic Quadrant – TRUST Forge Tools-R-Us
  20. 20. Tools-R-Us@Cognizant.com

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