This document discusses social customer relationship management (CRM). It defines social CRM as focusing on understanding, anticipating, and responding to customer needs using social data to create mutually beneficial relationships. It emphasizes listening to customers, connecting with them, and engaging them on social media. It provides examples of how social CRM can benefit customer service, marketing, and sales functions. Specifically, it finds that social CRM can increase spending and productivity for these functions. Finally, it presents principles for effective social CRM, including listening, connecting, and engaging customers on social platforms.

2. The new possibilities offered by the
digital world to marketing and sales
teams are endless.
Technology plays a critical role in
understanding communication with
our customers.

3. CRM
SOCIAL
MEDIA
SOCIAL
CRM
DEFINITION

4. Social CRM is a strategy focused
on understanding, anticipating
and responding to the needs of
existing and potential customers,
using social data to create
mutually beneficial relationships.

5. CRM
SOCIAL
MEDIA
SOCIAL
CRM
DIGITAL
CONSUMER
DEFINITION

6. THE CLIENT IS KING!

7. Focus on your target
audience!

8. Social CRM is a Game Changer!
H a r n e s s t h e p o w e r o f
understanding your customers
more intimately. You can now
incorporate social data (interests,
intentions, feelings lifestyle...) to
t r a n s a c t i o n a l d a t a t h u s
significantly enhancing your
customer view and engagement
strategies.

9. For Social CRM to be effective you
have to align your company’s
strategies and corporate objectives
with your customer needs.

10. The challenge today is making sure our entire
business (not just Marketing) is customer-centric.

11. 1. Customer Service
Using social CRM, any business can turn their social network
into a customer touchpoint. Instead of automated systems
or call centers, your team can interact directly with
customers on social media, where they already spend a lot
of their time.
Social CRM Impact

12. The average person using social
media for customer service will be
willing to spend 21% more with a
brand if their service is considered
“excellent.”

13. 2. Marketing
Marketing departments can save money by using Social CRM to
connect with customers via social channels. They can also monitor
campaigns to pinpoint what is and what is not resonating with their
target audience.
Social CRM Impact

14. 43% of all marketers found
customers via LinkedIn and 52%
have found customers through
Facebook.

15. 3. Sales
Social CRM allows you track each customer’s progress so that the sales
team can create a personalized experience for each one, rather than
using the traditional CRM blanket approach.
Social CRM Impact

16. Social CRM has been found to make
salespeople almost 12% more
productive.

18. PRINCIPLES OF SOCIAL CRM
LISTEN CONNECT ENGAGE

19. The voice of the customer is the most valuable
insight in your commercial process.
Users today are constantly sharing their opinions
from any device, anywhere. Our companies needs
to listen and incorporate their customer’s voice in
their global business strategies.
PRINCIPLES OF SOCIAL CRM
listen

20. Before you can develop a social customer
relationship, you need to listen.

21. LISTENING IS NOT A PASSIVE ACT
LISTEN WELL AND KEEP LISTENING

22. The great challenge for brands using Social CRM
is to listen and respond in real time!

23. connectIn a socially connected world, interaction with customers is key to
growing your business. Customers today make decisions based on
recommendations of contacts, trust, user reviews and online
conversations.
Conversations face to face before performing now are taking place
in social media.
PRINCIPLES OF SOCIAL CRM

24. •Know your customer: Firstly, it is important to know who
your current and potential customers are. Knowing what to
look for and what they need, allows you to create offers,
products and services designed to meet those needs.
•Be efficient: Offer clear, quick and effective solutions to any
concerns or problems your client has expressed.
•Each client is unique: It is important that you address your
customers according to their individualities.
connect
PRINCIPLES OF SOCIAL CRM

25. • Interact with your customers: it is important
to establish a relationship with customers and
this should be done through constant
communications.
• Innovate: offer new tools and solutions. Let
them know you have a dynamic company that
adapts to changes.
• Give Thanks: Show your client that you feel
grateful for their loyalty and preference, this
will strengthen their bond with your brand.
connect
PRINCIPLES OF SOCIAL CRM

26. - Start by drawing the profile of the ideal client
Who will invest ? Who will provide your product or service?
- Set clear objectives and well-defined results
- Always use a 'win-win' approach when engaging your
customers
- Manage your customers
If you divide your customers according to their needs, it
will be much easier to give them what they want
- Anticipate your customer’s experience
Put yourself in the customer's shoes, for example if there
are complaints about customer service, call yourself and
experience what they experience.
PRINCIPLES OF SOCIAL CRM
engage

27. - Train employees
• Communication: How well do they respond to your customers? Do you
ask the right questions? Will they speak for themselves in terms of
providing information?
• Flexibility around service
- Monitor customer feedback
• Use pre-sales and post-sales feedback.
• Use surveys or questionnaires.
- Commit 100 % to your customers
- Provide incentives to your customers
- Create useful tools, not only for aesthetic purposes
- Predict the customers behaviours
- Consider the services offered by the competition
engage
PRINCIPLES OF SOCIAL CRM

28. Social Selling leaders
create 45% more
opportunities. Social
media is the ultimate
equalizer and dominate
process.

29. FROM LIKES
TO LEADS

30. Close more deals with social
selling
• Use social media to do research before sales calls: By learning who your
leads are, you can better customize your communication to suit their needs
and expectations.
• Develop an engagement strategy: social selling allows you to take a peek
into the day and life of your prospect, evaluate the best time to engage, and
reach out at the right moment
• Establish yourself as a trusted authority: You can use social platforms to
establish yourself as an expert by sharing links to articles that are relevant to
your industry, answering questions and engaging with followers, and making
a daily effort to stay visible to your leads. When you put in this effort,
prospects tend to view you as a valuable and trusted resource.

31. Social CRM is the most direct and efficient path
to understanding and engaging with your
customers

32. If social isn’t a critical component of your lead
generation strategy, now is the time to start.

33. QUESTIONS?

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35. On-going support packages
Sales Leadership, Adoption &
Change Management
Basic User, Administrator,
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Consulting
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36. THANK YOU

37. Contact us!
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@doblegroup /doblegroup /+doblegroup
Company/doble-group-llc doblegroup /DobleGroup

38. Doble Group, LLC
D o b l e G r o u p , L L C i s a b o u t i q u e c o n s u l t i n g f i r m t h a t f o c u s e s o n i m p r o v i n g
c o m m e r c i a l b u s i n e s s r e s u l t s t h r o u g h C R M s o l u t i o n s a n d t h e a l i g n m e n t o f t h e
o r g a n i z a t i o n , i t s p r o c e s s e s a n d t e a m s f o r s u c c e s s . W e d e l i v e r o u r s e r v i c e s
t h r o u g h h i g h l y c u s t o m i z e d c o n s u l t i n g , t r a i n i n g a n d c o a c h i n g p r o g r a m s a n d
t h e w o r l d ’ s # 1 C R M t e c h n o l o g i e s , S a l e s f o r c e .

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