This document discusses how digital CRM tools can help companies improve customer interactions and relationships by making it easier to communicate with customers across different channels, gain insights from customer data to take a more proactive approach, and foster online communities. It provides examples of social CRM tools like Rapportive, Zoho, Batchbook, and Apptivo that allow companies to better manage contacts, sales pipelines, projects, and customer engagements. The key message is that CRM is about using technology to enhance the overall customer experience rather than focusing on the technology itself.

1. DIGITAL CRM

2. CUSTOMER RELATIONSHIP
ITS ALL ABOUT INTERACTIONS
• MARKETING
• SALES CYCLE
• CUSTOMER SERVICE
• RETENTION
• IMPROVEMENT

3. TRADITIONAL
• STACKS OF BUSINESS CARDS
• SPREADSHEETS / ROLODEXES
• HISTORY OF INTERACTIONS IS LOST
• STRATEGY BASED ON COMPANY PROCESSES

4. THERE ARE CHANGES...
CALLS | CHAT | EMAILS | SURVEYS BLOGS | TWITTER | FACEBOOK
companies control customers influence
REACTIVE PROACTIVE
SLOW RESPONSE INSTANT
VIRAL

5. CONTENT
• MAKEIT EASY FOR CUSTOMERS
AND LEADS TO CONVERSE
THROUGH YOUR CONTENT
• CORRECT TOOL TO DISSEMINATE

6. COMMUNITY
•A HUMAN’S TOUCH
• COLLABORATION
• ASK HELP FROM LOYAL CUSTOMERS
• TRANSPARENCY

7. SOCIAL CRM TOOLS
ENGAGE AND MONITOR

8. RAPPORTIVE
• KNOWMORE ABOUT YOUR
CONTACTS
• GROW YOUR NETWORK
• CONTINUOUS RELATIONSHIP

9. ZOHO
• KNOW SALES PIPELINE
• BUILD YOUR DATABASE

10. BATCHBOOK
• MANAGE YOUR CONTACTS
• INTEGRATE SOCIAL
NETWORKS

11. APPTIVO
• MANAGE YOUR BUSINESS
• MONITOR YOUR PROJECTS
AND DELIVERY
• LESS PAPERWORK

12. WORK ETC
• MANAGE WORKFLOW
• INTEGRATE
PROCESSES
AND EVERY CUSTOMER
ENGAGEMENT

13. AND MORE....

14. MONITORING
• ACTIVE LISTENING
• MAKE IT PERSONAL (customer file)
• SEGREGATE INTO GROUPS

15. DON’T FOCUS ON THE TECHNOLOGY
IT’S ALL ABOUT
CUSTOMER EXPERIENCE

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