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Socialcrmthenewrules
1.
Social CRM: The New Rules of
Relationship Management
18 Use Cases That Show Business How to
Finally Put Customers First
March 5, 2010
By R “Ray” Wang and Jeremiah Owyang
with Christine Tran
Edited by Charlene Li
Includes input from 42 ecosystem contributors
2. Table of Contents
Open Research .............................................................................................................. 3
Disclosures..................................................................................................................... 3
Ecosystem Input ............................................................................................................ 3
Influencer Input ............................................................................................................................. 3
Vendor Input ................................................................................................................................. 3
Purpose and Intent ........................................................................................................ 4
Executive Summary ....................................................................................................... 4
Customers Have Moved – Organizations are Falling Behind .................................... 5
Social CRM Reconnects Organizations Back to Customers .................................... 6
Avoid the Hype – Deploy Social CRM for Business Value ......................................... 7
Get Value: Adopt the 18 Social CRM Use Cases ........................................................ 8
All Use Cases Start with Listening ............................................................................... 9
Social Customer Insights Form the Foundation for All Social CRM Use Cases .......................... 9
Social Marketing Seeks to Achieve Customer Advocacy........................................................... 11
Social Sales Enables Seamless Lead Opportunities .................................................................. 12
Social Support and Service Drives Sustainable Customer Satisfaction..................................... 14
Social Innovation Streamlines Complex Ideation ....................................................................... 15
Collaboration Reduces Organizational Friction and Stimulates Ecosystem .............................. 16
Seamless Customer Experience Sustains Advocacy Programs ................................................ 17
Recommendations....................................................................................................... 19
Resources..................................................................................................................... 20
Sources......................................................................................................................... 21
About Us ....................................................................................................................... 22