Socialmediaandcrm

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Socialmediaandcrm

  1. 1. Presented By: Piyush Ojha 12BsP1927 sec. B
  2. 2.  Social Media In CRM can be a blessing or curse depending on the customer experience. Enhanced customer experience results in a stronger and deeper relationship with customers and, thus, increases loyalty and trust which are crucial for business success.  Over a last decade the Internet has contributed a lot in changing our life – both from a business as well as social perspective. Currently the industry expert’s calls Web 2.0 as an extreme set of innovative tools that is far beyond internet surfing and website publishing.
  3. 3. Social media’s 4C’s Web is enabling:  Collaboration  Community creation  Conversation  Creativity Image source: http://web2.socialcomputingmagazine.com/all_we_got_was_web_10_when_tim_bernerslee_actually_gave_us_w.htm
  4. 4. Source: Fabio Cipriani (2008)
  5. 5. Web provoked an expansion of the R in the CRM acronym Company Social Networking: Company / Customer Company / Partner Company / Competitor Company / Company  Customer Social Networking: Customer / Partner Customer / Competitor Customer / Customer Partner / Competitor  Source: Fabio Cipriani (2008)
  6. 6. • Microblogs • Blogs • Phone • Fax • Email • Service • Letters • Personal contact • Company’s website • SMS • Instant Messenger • Chat • Media • Price comparison website • Phone • Fax • Email • Service • Letters • Personal contact • Company’s website • SMS • Instant Messenger • Chat • Media • RSS • Wikis + • Social Networks • Widgets • Single view of the customer based on the interactions history, customer profile data residing in the company’s base and data integration with internal systems Company owns the data but it is limited to previous interactions Source: Fabio Cipriani (2008) • Video sharing • Photo sharing • Forums • Auction website • Slides sharing • Reviews and ratings in retail sites • Social Bookmarking • • Podcast • Wish lists • Single view of the customer is far more complex to achieve. Besides internal information, the company must rely on external information such as customer profiles in social networks and his behavior when participating in a community. • Customer and other web 2.0 sites own part of the precious data
  7. 7.       Real-time feedback Co-creation with consumers Innovation Free marketing and sales teams Improved visibility over search engines Access to customers demographic and data
  8. 8.       Improved businesses design Improved relationships with the customers Cost effective communication Positive Word of Mouth (WOM) Market influence and leadership Customer engagement
  9. 9.        Not joining Social Media is the biggest threat Lack of control over conversations Fear of negative WOM Difficult to measure ROI Can be time-consuming Privacy and security issues No push marketing

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