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Social CRM Simplified
Ashish Seth
April 2014
CloudSquads Fact Sheet
Team
Solutions
Company
• Social CRM - Marketing, Support & Collaboration
• Transformed 75+ F1000 cu...
3
CloudSquads is now part of Persistent Systems, Inc. as of February 2014
WHAT IS SOCIAL CRM?
4
Social CRM is a philosophy and a business strategy,
supported by a technology platform, business rules, workflow,
processe...
6
What it is What it is not!
• A business strategy
• An integral part of customer
experience
• Potential means to “delight...
$ 6.0+ billion Market
7
2012 – 1.0 B
2014 – 2.5 B
2018 6.4B
 Enterprise Social Software (ESS)
market growing 30%+ annuall...
The (x)CRM Market – even bigger
9
Another view of Social CRM
10
CRM
SOCIAL
COLLABORATION
LMS/HR CMS
SOCIAL WEB
E m e r g i n g S o c i a l T e c h n o l o g...
CASE STUDIES
11
Social Support
12
Of calls
deflected
Increase in CSAT20%
15%
• Unified Customer
Experience across
channels
Social Support
13
Of calls
deflected
Increase in NPS
(Net Promoter Score)10%
25%
• Consistent SLA
Attainment
• Unified Cus...
Social Marketing
14
Community Commerce
Social Marketing
15
Trader
Retention
Per Trader
Transactions↑
↑
Social Collaboration
16
Increased
Innovation15%
Reduced
Communication costs58%
16
For customer confidentiality purposes, a...
17
Driving Employee engagement
• Improved
Accuracy
• Better
Conversions
• Engaged Sales
team!
Driving Social CRM Success
• Operationalize Social CRM – Biz goal/metrics & resourcing
• Make sure your social media messa...
19
Ashish Seth
ashish@cloudsquads.com
@ash_seth
http://cloudsquads.com/
Cloud squads   social crm simplified
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Cloud squads social crm simplified

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Social CRM simplified - Social CRM explained.
Examples and Case studies. Presentation at GITPRO 2014.

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Cloud squads social crm simplified

  1. 1. Social CRM Simplified Ashish Seth April 2014
  2. 2. CloudSquads Fact Sheet Team Solutions Company • Social CRM - Marketing, Support & Collaboration • Transformed 75+ F1000 customers • Scale: 100M+ Transactions • Founded 2009 • Dominant enterprise social solution provider • Seasoned Management team • Team of Social Strategists and Technologists • India Delivery Center “Working with Cloudsquads we were able to deflect over 20% of our call volume.”
  3. 3. 3 CloudSquads is now part of Persistent Systems, Inc. as of February 2014
  4. 4. WHAT IS SOCIAL CRM? 4
  5. 5. Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation. 5
  6. 6. 6 What it is What it is not! • A business strategy • An integral part of customer experience • Potential means to “delight” customers • Part of key business functions – Sales, Support and Marketing • A FB page or Twitter handle • One person managing HootSuite, writing company blog • A one-off response to customer complaints on Social Channels • A technical implementation of Customer Communities or Social CRM Software! “It's not a social game. It’s a multichannel game where companies and customers decide on how they want to communicate with each other and then proceed to do so in ways that ultimately (and hopefully) provide value to each of the parties involved.” - Paul Greenberg
  7. 7. $ 6.0+ billion Market 7 2012 – 1.0 B 2014 – 2.5 B 2018 6.4B  Enterprise Social Software (ESS) market growing 30%+ annually*  Cloud-based solutions from Jive, Lithium, SalesForce & IBM dominate the market* * Source: IDC, Forrester and Gartner
  8. 8. The (x)CRM Market – even bigger 9
  9. 9. Another view of Social CRM 10 CRM SOCIAL COLLABORATION LMS/HR CMS SOCIAL WEB E m e r g i n g S o c i a l T e c h n o l o g i e s Y o u r E x i s t i n g I n f r a s t r u c t u r e COMMUNITIES / RATINGS & REVIEWS MARKETING/ ANALYTICS GAMIFICATION/ SSO / PROFILE
  10. 10. CASE STUDIES 11
  11. 11. Social Support 12 Of calls deflected Increase in CSAT20% 15% • Unified Customer Experience across channels
  12. 12. Social Support 13 Of calls deflected Increase in NPS (Net Promoter Score)10% 25% • Consistent SLA Attainment • Unified Customer Experience Seamless CRM Integration
  13. 13. Social Marketing 14 Community Commerce
  14. 14. Social Marketing 15 Trader Retention Per Trader Transactions↑ ↑
  15. 15. Social Collaboration 16 Increased Innovation15% Reduced Communication costs58% 16 For customer confidentiality purposes, actual screen shots blurred.
  16. 16. 17 Driving Employee engagement • Improved Accuracy • Better Conversions • Engaged Sales team!
  17. 17. Driving Social CRM Success • Operationalize Social CRM – Biz goal/metrics & resourcing • Make sure your social media messaging is consistent with brand • Monitor what your customers are saying & respond quickly • Put a human face (or name) on your social media conversations • Use social profile data to augment contact information in your CRM Database. • Identify and reward social influencers • Choose the right platforms! Remember that social media isn't always the answer or the appropriate way to respond to a customer. 18
  18. 18. 19 Ashish Seth ashish@cloudsquads.com @ash_seth http://cloudsquads.com/

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