Presentatie op de 3de Social Media Day Academy; Van social media monitoring naar Social CRM door Folke Lemaitre, CEO Engagor.

1. From Social Media Monitoring
to Social CRM
Folke Lemaitre
Founder & CEO
http://twitter.com/folke

2. Engagor
All-in-one social media management Enterprise
tool for the social business B2C
 Monitor your brand across the web
 Talk with your customers on any social network
 Measure your results
 Create detailed Social Media reports
 Powerful, yet easy to use
Social CRM?

3. What is Social CRM?
“Social CRM is a philosophy and a business
strategy, supported by a technology platform,
business rules, workflow, processes and social
characteristics, designed to engage the
customer in a collaborative conversation in
order to provide mutually beneficial value in a
trusted and transparent business environment.
It's the company's response to the customer's
ownership of the conversation”

4. What is Social CRM?
“Social CRM is a philosophy and a business
strategy, supported by a technology platform,
business rules, workflow, processes and social
characteristics, designed to engage the
customer in a collaborative conversation in
order to provide mutually beneficial value in a
trusted and transparent business environment.
It's the company's response to the customer's
ownership of the conversation”

5. What is Social CRM?
• Managing Social Relationships (customer)
– Between you and the customer
– Between customers
– Between employees
• Always be there
– Make it easy to approach you
– Be responsive  fast, accurate
– The past is important!

6. Traditional CRM  Social CRM

7. Why Social Media?
 Billions of conversations each day
 Consumers use social media every day.
 Do You?

8. The Social Customer

9. The Social Customer
They Decide:
• When they contact you
• Where they contact you
• Who they contact
• How they contact you

10. Marketing Funnel  Customer Life Cycle

11. Social is key in Customer Buying Journey

12. From Monitoring to CRM
• Social Media adoption is maturing, but still in
early stages
• The 4 steps of Social CRM Adoption

13. PR & Communications
1
Monitoring Analytics Engagement

14. Marketing
2
Monitoring Analytics Engagement

15. Marketing & Customer Service
3
Monitoring Analytics Engagement

16. A Social Media Team is born
4
Tie in your traditional CRM
Monitoring Analytics Engagement

17. Specialized Social Media Teams
need Specialized Tools
The Social Enterprise
⬌ Customer Support
⬌ Marketing
CRM Social Media Team ⬌ HR
⬌ Sales
⬌ PR
Analytics
Monitoring
Measure
Results
CRM Integration Engagement
Real-time collaboration

18. CRM within social media management tool

19. Social CRM is more than Social Media
• Managing the customer is changing:
Active
Reactive
Proactive
• Related “Buzz” words:
– Customer Engagement
– Customer Success
– Customer Experience
– Customer Lifecycle Management

20. Social CRM is more than Social Media

21. The Social CRM eco system

22. The End
Questions?