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Social CRM Expert Question CxC Matrix

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What are the Social CRM requirements for the implementation of complex event processing, business process management, business rules, workflows, data integration, and process orchestration among disparate systems? Are they different from traditional CRM requirements? Expert question from ITToolbox http://tiny.cc/hvswv

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Social CRM Expert Question CxC Matrix

  1. 1. Social CRM Expert Bonus Question <ul><li>What are the Social CRM requirements for the implementation of complex event processing, business process management, business rules, workflows, data integration, and process orchestration among disparate systems? Are they different from traditional CRM requirements? </li></ul><ul><li>Leigh Dow IT Toolbox 9/9/2010 </li></ul>
  2. 2. Social CRM Data, Process, System Integration Social CRM IT and process integration is mostly limited to departmental and manager activity and mention (topic) alerts. (note: majority of social CRM systems, comments, etc. exist outside company control) While companies, their agencies and BPOs (outsourcers) may participate in social networks through comments, remarks, suggestions and particpate in varying capacities a)identified as company representatives, b) surrogates c)anonymously/masked d) contacted fans, subject matter experts, bloggers; it is rare that social networks interact directly with internal systems.
  3. 3. Social CRM Listening <ul><li>Social Listening – Search Rank, Mentions, Sentiment Analysis </li></ul><ul><li>Internal Listening – Call Center, Text Search, Real Time Satisfaction Sensors, Customer Process Flow Visibility; Voice of Customer (VOC); Surveys </li></ul>
  4. 4. Social CRM Participating <ul><li>Content Serving: blogs, RSS feeds, Twitter, Facebook page, LinkedIn, Expert Forums, Sponsorships; Foursquare; Apps markets: iphone, Google, salesforce.com; </li></ul><ul><li>Content creation: video, webinars, customer submitted content (includes contests); retweet/repost engines; events; Apps markets; parsed news; whitepapers; release notes; betas; “leaks” </li></ul>
  5. 5. BPM for CRM should use sensors and persistent testing for solutions to automatically assemble best performing message and processes achieving continuously improving business and customer outcomes.
  6. 6. Background: CxC MATRIX = CRM CRM defined from customer’s perspective using every possible customer contact with a product, service, brand, affiliate, community. Axis: customer life stages x customer defined channels
  7. 7. Customer Strategy Executive Michael R Hoffman [email_address] http://www.linkedin.com/in/mrhoffman http://it.toolbox.com/blogs/think-like-a-customer/ [email_address] http://www.amazon.com/Michael-R.-Hoffman/e/B003C0M7JM/ref=ntt_athr_dp_pel_1 http://twitter.com/mrhoffman

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