Downloaded 12 times
Uploaded byRien van den Bosch
Social Media Day 7-3-2013 Van social media monitoring naar social CRM
The document discusses social CRM as a strategy for engaging customers through collaboration, emphasizing the need for businesses to adapt to social media's impact on customer interactions. It highlights the evolution from traditional to social CRM, focusing on monitoring, analytics, and customer engagement. The document also outlines the importance of specialized tools and teams in effectively managing customer relationships within the social media landscape.
More Related Content
Similar to Social Media Day 7-3-2013 Van social media monitoring naar social CRM
Social Media Day 7-3-2013 Van social media monitoring naar social CRM
- 1. From Social MediaMonitoring to Social CRM Folke Lemaitre Founder & CEO http://twitter.com/folke
- 2. Engagor All-in-one social mediamanagement 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 SocialCRM? “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 SocialCRM? “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 SocialCRM? • 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.
- 9. The Social Customer TheyDecide: • When they contact you • Where they contact you • Who they contact • How they contact you
- 10. Marketing Funnel Customer Life Cycle
- 11. Social is keyin Customer Buying Journey
- 12. From Monitoring toCRM • 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 & CustomerService 3 Monitoring Analytics Engagement
- 16. A Social MediaTeam is born 4 Tie in your traditional CRM Monitoring Analytics Engagement
- 17. Specialized Social MediaTeams 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 socialmedia management tool
- 19. Social CRM ismore 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 ismore than Social Media
- 21. The Social CRMeco system
- 22.