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Social CRM-The Future
This document discusses Infosys' social CRM service offering. It begins by explaining how organizations are moving from operational CRM strategies to collaborative social CRM strategies with a greater focus on customer centricity. It then outlines the phases of CRM development and defines what social CRM is and how it is changing business models by facilitating more collaborative and personalized customer engagement through social media channels. Key trends in social CRM are also summarized such as the growth of social customers and increased usage of social tools for customer insights, product innovation, and relationship building. The document concludes by providing an overview of Infosys' social CRM service offerings and recommendations for how organizations can leverage social media to enhance strategic CRM capabilities.
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Social CRM-The Future
- 1. Infosys Social CRMService Offering1
- 2. As organizations movefrom Operational CRM strategy to a Collaborative Social CRM strategy, focus on customer centricity steadily increases….We are herePhase 2Multi-Channel CRMPhase 3Analytical CRMPhase 4Social CRMPhase 1CRM InfrastructureROI, Customer driven InteractionsGlobal Data Models, Analytical Information RepositoryEnterpriseInteraction Centers across BusGlobal Web hostingGlobal ToolsetsPoint Solution SupportSeparate Customer Master filesOperational MetricsSuggested SellingAligning to Profitable CustomersFocus on return on salesSARBOX and ForecastingPartnering, Intimacy return to Sales LiftForward Value Looking, not cost to serveIntegrated Within Function AreaOrdering on Web, Product ConfiguratorsProfitable SegmentsCampaign &Event TrackingSalesConsolidationSLA statsOff-shoringNew ToolsFocus on Customer DataClick Stream AnalysisEmail Campaigns, Web site sign-up, SFA Data SharingSelf-Service from a cost perspectiveExperience DesignOn-demand integrationCampaign ManagementMore reach, FasterMarketingFocus on Efficiency not effectivenessServiceWeb2
- 3. What is SocialCRM ? Social Media Channels/Tools Traditional CRM Social CRM Middleware Tools3
- 4. How is SocialCRM Changing the game and Why?Social CRMCollaborative partnership
- 5. Personalized CRMefforts
- 6. Engaging Customers andcreating ownership / influential power
- 7. Consistent Presence andPrompt response and issue resolution
- 8. Reduced riskof product failure
- 9. Increased opportunityto build customer Value and Loyalty
- 10. Customers as BrandAdvocates
- 11. Customer driven Serviceand SupportTraditional CRM Weak links in Communities/Forum
- 12.
Editor's Notes
- #4 Social Media’, ‘CRM 2.0’, ‘Social CRM’ are some of the buzzwords being hotly debated by the customer management and business process thought leaders today. What is it? – An extension to the traditional CRM by including external conversations outside the existing customer touch points with organizations.What does it constitute of? – Social Media Channels/Social Web Tools + Traditional CRM + Middleware Tools.The need from business context? – The social tools have created the highly networked social customer who interacts with his peers using conversation channels that are outside the control of the company and provides views and opinions about the products/services offered. Result? – With easy availability of information, businesses are required to engage in a more open and transparent manner with the customers using traditional as well as new channels. They have to filter the relevant and the important inputs from all the noise on the social web and act upon the same. This Infosys point of view illustrates our understanding of how Social media is transforming Customer Relationship management and how it can be leveraged in various CRM processes to achieve significant customer benefits.
- #8 These imperatives should be a part of the Social CRM strategy.