Mobile social crm
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This document discusses how mobile social CRM is evolving traditional CRM from managing users to focusing on customer experience. It highlights key elements of mobile social CRM like decentralized and fragmented communication that is pull-based and instant. Real estate companies are encouraged to use social media and CRM tools to understand customers better, communicate effectively across long sales cycles, and gain market intelligence all while mobile. Analytics and data mining of individual customer data is important to understand each customer's experience.
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Mobile social crm
- 1. Connect & Engage Mobile Social and CRM
- 2. CRM Traditional CRM is about managing users.
- 3. CEM It about experience. Customer wants to be: - delighted - understood
- 4. Mobile Social CRM 的新元素 ● 强连接--信任 ● 去中心化 ● 碎片化 ● 许可营销 ● 拉式的即时沟通
- 5. Mobile Social CRM 的新元素 ● 个体化 ● 移动 ● 协作 ● 完整统一的体验
- 6. Real Estate ● Social Media is primarily used for marketing tools, instead of service tools. ● CRM tools is primarily used for lead capture, and it is not customer centralized.
- 7. CRM in Real Estate ● Understand Customer ● Effective Communication ● Manage Long Sales Cycles ● Information on finger tip and on the way ● Market Intelligence ● Document management
- 8. Analytics and data mining need to understand each individual customer
- 9. Just Do It!
Editor's Notes
- 军统第一杀手：陈恭澍 当时军统草创，一开始也是全无经验且装备不足。陈恭澍受领第一件刺杀令–“制裁”汉奸张敬尧之时，不仅感觉“茫然若失，大有手足无措之感”，而且整个军统北平天津两站仅有一支手枪，还是陈恭澍训练班毕业时戴笠赠与的纪念品– 一支勃郎宁手枪和六发子弹，窘迫到行动辅助人员要临时到街上买刀斧备用。 对喽，不专业就对了，人只活一辈子，完全没有经验，都是头一次活，也没本人生攻略手册什么的供你参考，只能是不专业的活，业余性质的干。不专业的人生，才是真实的人生，业余的人生，才是真正的人生。 现实就是，你始终处于资源匮乏的无助状态之中，没有任何资源可以调度，没有任何人肯帮你，完全是在一片黑暗中独自摸索，看不到丝毫成功的光亮。 真相就是，做事的人，莫不是吭哧瘪肚极其业余的硬着头皮抗住，抗啊抗，抗啊搞，眼看正要崩溃，忽听耳边掌声雷动，眼前闪光灯亮成一片，就见激动不已的人民群众蜂拥而来，对你羡慕妒嫉恨，连声夸你胆色过人智慧超群富洞察力英明神武…… 逢到这时候，做事的人都会在心里嘀咕一声：英明神武个你妹，老纸就是个业余水平，只怪你们自己缺心眼不敢动手做事，才让老纸占尽了便宜。
- Provide good enough service with lowest possible price. Improve service efficiency From company point of view The service really have no differentiation among users. Marketing is about yelling to user.
- Mom-Pap little store in the neighborhood. Customer is willing to pay that. From customer point of view Customer journey humanize the company
- 消费者对时间和空间的要求越来越高，而且越来越要求掌控权。他们会希望由他们来选择确定时间和地点，而且可以即时即地的便利、快速获知信息、有充足的选择和服务等等。
- 1. You still need go to multiple website to find the difference information you need. 2. You still need rely on friend’s referral to find an agent without knowing how good he/she is. 3. The quality of the service you get still rely on each individual provider, from agent to loan officer. 4. As an agent, you still rely on paper or your phone book to track each user. Some of them use multiple lead generating system to maintain their client list. 5. As an agent you still use email dripping system, and it seems to be the only system that can automatically send out the listing update.
- 1. 朱敏-- teleconference, comdex IBM 2. movoto -- early estimation have no clue how to do the marketing no body really have long experience on real estate.