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Presented at CSC Technology and Business Solutions Conference in New Orleans during June 2012, this presentation explains what Social CRM is and how Social Customers and Social CRM affects today's businesses.
Social CRM enables the processes associated with marketing, sales and service/support to be powered by "social." However, in order for this concept to work we need to carefully think about what that means in terms of our operating model, our customer engagement strategy and our organization culture. Only by understanding different types of social customers can you create a flexible model for engaging with your customers in a way which you can develop, measure and ultimately co-create value together. This session explains social CRM and the types of social customers that exist. Using industry examples and projects that CSC has delivered, the speaker covers strategies, solutions and services that enable customers to add a social layer to their CRM strategy.