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Social Customer
Relationship Management
(sCRM)
Presented by:
Ken Tucker
July 2013
Where to
check all of your
messages?
What is CRM?
• Contact Management
• Opportunity Tracking
• Conversation Records
• Email, Phone, Mail, Marketing Campaigns ...
What is sCRM?
Relevant Contextual Information at the Right Time
• Contact Management
• Opportunity Tracking
• Conversation...
Example sCRM:
More Customers. Less Work.™
Ken Tucker
July 17, 2013
Easily Transform your
Social Communities
into Customers
with Nimble, the social selling tool for
SMB
Our contacts,
communications
and activities
are scatteredall over the place
What does Nimble Do?
SaaS Social Business App
360 View of your Contacts
Unified Inbox +
Social Monitoring
Automated Sales,
Marketing and Custom...
Customer Relationship Solutions
Enterprise
CRM
Contact
Manager
Social CRM
• Limited Vision
• Limited Social
• Basic
• Comp...
Accounti
ng
Collab
Custome
r
Service
Marketin
g
Contacts
Communica
tion
Activities
Nimble, a Social Business vision
Social...
Nimble Integrations
And a many more…
Nimble Today Page
Nimble One-Click Reminders
Nimble for Outlook Integration
View Nimble Contacts from within Outlook 2007 or Outlook 2010
Nimble Daily Digest Email
Nimble Deals View
1 - Subscription
Freemium Model
3 - Nimble for iOS
2 - Nimble App Store
Time for a Demo!
5 sCRMs for Small Business
• Batchbook
• Nimble
• BlueCamroo
• Insightly
• GreenRope
http://www.practicalecommerce.com/art...
Other Tools to Consider
• Twitter
• Hootsuite
• LinkedIn Contacts
• Rapportive
• Chime
• Nutshell Mail
• HubSpot
These off...
Twitter as a CRM
• Answer Tweeted Customer Support Questions
• Keep Customers Updated
• Thank Customers
• Welcome New Foll...
Hootsuite Streams
LinkedIn Connections
Chime
A Chrome plug-in that allows users to get all of their social media notifications in their browser in a user-friendl...
Nutshell Mail Schedule Options
Nutshell Mail Schedule Options
HubSpot Social Inbox
Email messages
triggered based on
Twitter Streams that
I set up to monitor
July 18, 2013
Presented by:
Social CRM
Please fill out your survey & drop it in the box before you leave
https://www.faceb...
Social Customer Relationship Management (sCRM) presentation
Social Customer Relationship Management (sCRM) presentation
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Social Customer Relationship Management (sCRM) presentation

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Presentation for the St. Charles County Chambers on Commerce on Social Customer Relationship Management. Focuses on Nimble as an example sCRM that is well suited for small to mid-sized businesses. Also discusses other solutions to bring social features to the tools you already use, including Twitter, Hootsuite, Rapportive, Chime, Nutshell Mail, and others

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Social Customer Relationship Management (sCRM) presentation

  1. 1. Social Customer Relationship Management (sCRM) Presented by: Ken Tucker July 2013
  2. 2. Where to check all of your messages?
  3. 3. What is CRM? • Contact Management • Opportunity Tracking • Conversation Records • Email, Phone, Mail, Marketing Campaigns … • Project Management • Automation / Business Rules
  4. 4. What is sCRM? Relevant Contextual Information at the Right Time • Contact Management • Opportunity Tracking • Conversation Records • Email, Phone, Mail, Marketing Campaigns … • Project Management • Automation / Business Rules And Now (speed of communication and integration) • Social Media Monitoring / Discovery • Social Media Engagement / Collaboration
  5. 5. Example sCRM:
  6. 6. More Customers. Less Work.™ Ken Tucker July 17, 2013
  7. 7. Easily Transform your Social Communities into Customers with Nimble, the social selling tool for SMB
  8. 8. Our contacts, communications and activities are scatteredall over the place
  9. 9. What does Nimble Do?
  10. 10. SaaS Social Business App 360 View of your Contacts Unified Inbox + Social Monitoring Automated Sales, Marketing and Customer Service
  11. 11. Customer Relationship Solutions Enterprise CRM Contact Manager Social CRM • Limited Vision • Limited Social • Basic • Complex • Pricy • Stodgy Outlook Address Book Google Contacts Collaboration Social Listen/Engage
  12. 12. Accounti ng Collab Custome r Service Marketin g Contacts Communica tion Activities Nimble, a Social Business vision Social Monitori ng Sales
  13. 13. Nimble Integrations And a many more…
  14. 14. Nimble Today Page
  15. 15. Nimble One-Click Reminders
  16. 16. Nimble for Outlook Integration View Nimble Contacts from within Outlook 2007 or Outlook 2010
  17. 17. Nimble Daily Digest Email
  18. 18. Nimble Deals View
  19. 19. 1 - Subscription Freemium Model 3 - Nimble for iOS 2 - Nimble App Store
  20. 20. Time for a Demo!
  21. 21. 5 sCRMs for Small Business • Batchbook • Nimble • BlueCamroo • Insightly • GreenRope http://www.practicalecommerce.com/articles/3924- 5-Social-CRM-Tools-for-Small-Business
  22. 22. Other Tools to Consider • Twitter • Hootsuite • LinkedIn Contacts • Rapportive • Chime • Nutshell Mail • HubSpot These offer features to help with sCRM, but are not sCRM solutions
  23. 23. Twitter as a CRM • Answer Tweeted Customer Support Questions • Keep Customers Updated • Thank Customers • Welcome New Followers • Put Customers in Lists and Monitor • Help by Tweeting about Customers or Retweeting Their Tweets (as appropriate). • Monitor Twitter for Keywords • Regular and Promoted Tweets
  24. 24. Hootsuite Streams
  25. 25. LinkedIn Connections
  26. 26. Chime A Chrome plug-in that allows users to get all of their social media notifications in their browser in a user-friendly manner.
  27. 27. Nutshell Mail Schedule Options
  28. 28. Nutshell Mail Schedule Options
  29. 29. HubSpot Social Inbox Email messages triggered based on Twitter Streams that I set up to monitor
  30. 30. July 18, 2013 Presented by: Social CRM Please fill out your survey & drop it in the box before you leave https://www.facebook.com/STCCTechComm

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