The document discusses how to implement social CRM and learn from customers. It defines CRM as managing sales, marketing and customer service interactions, while social CRM combines CRM tools with business workflows and processes. To get started on social media, businesses should choose relevant social networks, study each network's etiquette and conversations, and establish long-term relationships by engaging in regular conversations to gain customer insights. The document advises using social media to keep up with customers, leads and partners, and implementing social CRM by identifying online influencers, managing internal communities, connecting on LinkedIn, and engaging customers on Facebook.

1. How to implement
social CRM and learn
from your customers

2. What’s the difference
between CRM and
social CRM?

3. Customer
Relationship
Management
is a method for
managing your
sales, marketing
and customer
service interactions
with customers.
CRM

4. Social CRM
is a strategy that
combines CRM tools
and technologies
with the workflows
and processes of a
business.

5. Why is social CRM
important to my
business?

6. From an online survey of 500 Twitter users in the US and UK by Market Probe International and Twitter

7. How can I
get started
on social media?

8. Choose your
social network

9. Many networks may call

10. Choose wisely

11. Study the etiquette, tone
and nuances of conversations
on each network.

12. Discover how or if a social
network can work for
your business.

13. Talk to your
customers
online

14. Social media users are
responsive to new and
interesting content.

15. They will engage with, react to
and shape trends.

16. Establish longterm relationships

17. Foster relationships with
customers through streams
of regular conversations.

18. These regular conversations with
customers will provide you with
greater customer insight.

19. Encourage
customer
engagement

20. You can announce new
product features on Twitter.

21. You can run product related
polls on a LinkedIn group.

22. Let social media
inform your
business

23. Use social media to keep upto-date about customers,
leads and business partners.

24. Follow their LinkedIn
page, Twitter stream
or Facebook page.

25. How can I
implement
social CRM?

26. Have you identified your brand or
product’s biggest online champions
and influencers?

27. Have you identified your brand or
product’s biggest online champions
and influencers?
Do you manage an internal
community where customers and
business partners contribute?

28. Have you identified your brand or
product’s biggest online champions
and influencers?
Do you manage an internal
community where customers and
business partners contribute?
Is your company connecting and
conversing with partners, leads
and customers on LinkedIn?

29. Have you identified your brand or
product’s biggest online champions
and influencers?
Do you manage an internal
community where customers and
business partners contribute?
Have you used your Facebook
company page to engage with a
customer or lead?
Is your company connecting and
conversing with partners, leads
and customers on LinkedIn?

30. Download our free eBook
“Making every customer
conversation count”
http://bit.ly/SageCRMSlideS
sagecrm.com