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Social CRM Strategies for Business Summit Presentation


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Sword Ciboodle's CTO Steven Thurlow spoke at a recent SCRM For Business event in London. Social Customer Relationship Management is now a mainstream part of business strategy. The social customer has moved to the centre of the business ecosystem. This seminar was designed to teach you advanced Social CRM Strategies for Business as they are meant to be in the 21st century.

Find out Sword Ciboodle's take on SCRM.

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Social CRM Strategies for Business Summit Presentation

  1. 1. Social CRM Strategies for Business Seminar London, UK, November 4-5, 2010 Steven Thurlow, CTO
  2. 2. SCRM and Social Media <ul><li>SCRM ≠ Social Media interactions </li></ul><ul><li>SCRM >> Social Media interactions </li></ul><ul><li>Social Media is a new, vital and exciting set of channels </li></ul>
  3. 3. Is this SCRM?
  4. 4. Twitter as customer service? “ The need to broadcast a problem to the world would not be necessary if the customer had confidence that their issue would  be solved timely and to their satisfaction.” “ If your customers are trying to get your attention on Twitter to solve a specific ‘me only’ problem, your processes are either horribly inefficient, broken or you have product issues.” Mitch Lieberman Oct 2010
  5. 5. The icing needs a cake
  6. 6. Engagement is a continuum
  7. 7. Be excellent
  8. 8. Be pro-active
  9. 9. Speed of response
  10. 10. Empower people – give them the tools
  11. 11. Be transparent
  12. 12. Be Social: Ciboodle Crowd Full integration to Ciboodle One, the intelligent desktop Unanswered questions highlighted for agent action Community rating identifies your most influential social customers Moderation scans for inappropriate content Full view of interactions from all social media channels Integration to all social channels Fully customisable to your organisation’s brand