The document discusses social customer relationship management (social CRM). It defines social CRM as a strategy supported by tools and technologies focused on customer engagement and interactions, with transactions as a byproduct. The strategy still involves backend CRM processes and systems to manage customer relationships efficiently. Social CRM emerged as e-commerce changed businesses, requiring the ability to track online events across channels. The document outlines four strategies for implementing social CRM and provides examples like P&G's customer development program and how Dell generates leads through Twitter.

1. E CRM-
@Mastermind
Roshni Trivedi

2. MM Credo
For Customers
We Will Always Work For The Need Of Micro,
Small And Medium Enterprises And For The
Individual Entrepreneurs. We Will Always Learn,
Upgrade And Develop Our Capacities To Serve
Them, To Empower Them, To Develop Their
Confidence And Make Them Successful And Happy
In Life.

3. Flow of the presentations
What is E CRM or Social CRM
Emergence of E CRM
Traditional CRM and Social CRM
Why Evolution happened
4 Implementing Strategies of Social CRM
Case study

4. What is Social CRM
Social CRM is first a strategy that is often supported by various
tools and technologies. The strategy is based around customer
engagement and interactions, with transactions being a byproduct.
Social CRM is still about CRM (but evolved), meaning a back-end
process and system for managing customer relationships and
data in an efficient and process-centric way.
Social CRM is one component of developing
a social or collaborative business, both internally and externally.

5. What Customer Wants
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Be part of Community
Feel connected
Customer Service
Information
Pre Purchase
Discounts
Chart Title
Series 1 Column1 Column2

6. Emergence of Social CRM
The emergence of e-commerce has changed many aspects of existing
businesses.
Companies need the ability to track and manage Internet-based e-commerce
events.
Companies have to maintain consistency across all interaction channels and
across all areas of a company a customer interacts with.
Many organizations are considering adopting the concept of Social Customer
Relationship Management (S-CRM).
Social CRM provides the ability to capture, integrate, and distribute data
gained at the organization’s Web site throughout the enterprise.
Our goal is to provide useful guidelines for the efficient integration of S-CRM.

9. Software: Contactually and Nimble

10. 4 Implementing Strategies of Social CRM

11. M Imp: Where your customers are comfortable

12. 95% of Customers needs answer in an HOUR
Negative comments one to one
E.g. Blog

13. What number of customers you have and what
amount you want to spend your marketing and
software

14. Productivity
Efficiency
Expectation

15. P&G connect & develop
50% of New Ideas generated through
Connect and Develop campaign

16. Generate leads and Generate traffic
• Ticket master: +5.3$ additional revenue per FB share
• SNCF: +29 additional revenue per post purchase publishing
• Dell generate leads through Twitter
• 1.5 million followers
• 3 M $ revenues generated

18. Services Client
• Giff gaff
• 95% of customer issues find an answer within an hour
• Best buy
• 2500 employees send answers to customer
• 13k issues found an answer during the first 2 months
• +12% increase of revenue despite the economic context (2010)

19. E Reputation

20. Gracias
• http://www.socialmediaexaminer.com/4-steps-social-crm-strategy/
• http://www.socialmediaexaminer.com/what-is-social-crm/
• Ms. Prezi
• Mr. Himalaya