Social CRM 2013

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Social CRM is on the rise within enterprises as more and more of their customers are taking to social media channels to communicate with brands. Are you listening to them? What do you need to look for in an sCRM tool? Read on to find out more...

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Social CRM 2013

  1. 1. SCRM in 2013Next Generation Approach
  2. 2. What is the current problem?
  3. 3. Social Media ismisintepreted as anAdvertising Medium.
  4. 4. A change in mindset is required.
  5. 5. How to Get Started?
  6. 6. Define business-relevant KPIs.
  7. 7. Define business-relevant KPIs.Implement best practices.
  8. 8. Define business-relevant KPIs.Implement best practices.Use actionable analytics.
  9. 9. What every business must understand about Social Media?
  10. 10. Social Media means Business.
  11. 11. Increased Revenue Social Media means Business.
  12. 12. Increased Increased Revenue Branding Social Media means Business.
  13. 13. Increased Increased Cost Revenue Branding Saving Social Media means Business.
  14. 14. SCRM is the Future.
  15. 15. Customer Service SCRM is the Future.
  16. 16. Customer Brand Service Reputation SCRM is the Future.
  17. 17. Customer Brand Build Service Reputation Communities SCRM is the Future.
  18. 18. Transformation of Social Data into Predictive Analytics
  19. 19. MarketingStrategies Transformation of Social Data into Predictive Analytics
  20. 20. Marketing CustomerStrategies Sentiments Transformation of Social Data into Predictive Analytics
  21. 21. Marketing Customer MaximizeStrategies Sentiments *CLV Transformation of Social Data into Predictive Analytics *CLV: Customer Lifetime Value
  22. 22. ROI focused KPIs
  23. 23. LeadGenerated ROI focused KPIs
  24. 24. Lead WebsiteGenerated Traffic ROI focused KPIs
  25. 25. Lead Website PeopleGenerated Traffic talking about ROI focused KPIs
  26. 26. What to look for in your SCRM platform?
  27. 27. Ability to track/engage conversations acrossentire social platforms.
  28. 28. Ability to track/engage Functionality to convert conversations across messages into ticketsentire social platforms. and assign them.
  29. 29. Ability to track/engage Functionality to convert conversations across messages into ticketsentire social platforms. and assign them. Ability to provide multiple access levels for customer reps.
  30. 30. Ability to track/engage Functionality to convert conversations across messages into ticketsentire social platforms. and assign them. Ability to provide multiple access levels for customer reps. Functionality tointegrate with legacy enterprise systems.
  31. 31. Ability to track/engage Functionality to convert conversations across messages into ticketsentire social platforms. and assign them. Ability to provide multiple access levels for customer reps. Functionality to Ability to accessintegrate with legacy Reports & Dashboards enterprise systems. through mobile devices.
  32. 32. Social Media is more thanan Advertisement Platform
  33. 33. It is the new way of doing business.
  34. 34. Realize its economic value, before its too late.
  35. 35. Social Media is no morethe CMO’s problem. It is the CEO’s problem.
  36. 36. Thank YouFor more information about Simplify360 Email: contact@simplify360.com Visit: www.simplify360.com

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