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SOCIAL CRMIndia Social Summit 2010 #ISS10
Understanding “Social”Source: Journal of Service Research 2010 13: 311“The Impact of New Media on Customer Relationships”h...
Characteristics        Digital        • No costs (production/distribution)        • No „gatekeepers‟ (publishing)       Pr...
Characteristics (Contd.)        Visible        • What (user generated content can be seen by others)        • Where (servi...
“Social” @ Enterprises
The Value & Values for EnterprisesScope of participationextends to Employees,                    InnovationCustomers & Soc...
The Social Customer
Customer Relationships    Acquire   Retain     Enhance
The Social Customer                              Complaints     WOM                                            referral   ...
Social CRM Yatra
Social CRM                            Social Media  Broadcast           Listen             Real Time        User Generated...
Thank you                      @prem_k            http://j.mp/prem_k
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SCRM @ ISS10

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A short deck on intro to social CRM at India Social Summit 2010

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SCRM @ ISS10

  1. 1. SOCIAL CRMIndia Social Summit 2010 #ISS10
  2. 2. Understanding “Social”Source: Journal of Service Research 2010 13: 311“The Impact of New Media on Customer Relationships”http://jsr.sagepub.com/content/13/3/311
  3. 3. Characteristics Digital • No costs (production/distribution) • No „gatekeepers‟ (publishing) Pro-active • Articulation (reviews, fan sites) • Co-creation („beta‟ testing, reporting flaws, ideating, helping other users) Networks • Explicit (Social Networking/Gaming/etc. sites) • Implicit (Communication/transaction patterns)
  4. 4. Characteristics (Contd.) Visible • What (user generated content can be seen by others) • Where (services can see location of user) Real-time & Memory • Consumed at the time of production • Available indefinitely Ubiquitous • Mobiles • Internet of Things
  5. 5. “Social” @ Enterprises
  6. 6. The Value & Values for EnterprisesScope of participationextends to Employees, InnovationCustomers & Society Learning Tasks Social software adoption starts with tasks (problem solving) and moves to social learning & innovation – John Hagel III
  7. 7. The Social Customer
  8. 8. Customer Relationships Acquire Retain Enhance
  9. 9. The Social Customer Complaints WOM referral Co- Transaction creationSource:Journal of Service Research 2010 13: 341“Analytics for Customer Engagement”http://jsr.sagepub.com/content/13/3/341
  10. 10. Social CRM Yatra
  11. 11. Social CRM Social Media Broadcast Listen Real Time User Generated Content Social Networks Communities WOM, Viral Collaborate Influence Social CRMUnderstand Customer Customer Measure MeasureCustomers Engagement Experience Customers Outcomes
  12. 12. Thank you @prem_k http://j.mp/prem_k

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