This document discusses how to implement social CRM and learn from customers. It explains that CRM manages sales, marketing and customer service interactions, while social CRM combines CRM tools with business workflows and processes. It advises choosing social networks wisely by studying each network's etiquette and conversations. The document recommends establishing long-term relationships through regular conversations to gain customer insights, and using social media to engage customers and stay informed about them.

1. How to implement
social CRM and learn
from your customers

2. What’s the difference between CRM and social CRM?

3. Customer
Relationship
Management
is a method for
managing your
sales, marketing
and customer
service interactions
with customers.
CRM

4. Social CRM
is a strategy that
combines CRM tools
and technologies
with the workflows
and processes of a
business.

5. Why is social CRM
important to my business?

6. From an online survey of 500 Twitter users in the US and UK by Market Probe International and Twitter

7. How can I
get started
on social media?

8. Choose your
social network

9. Many networks may call

10. Choose wisely

11. Study the etiquette, tone
and nuances of conversations on each network.

12. Discover how or if a social network can work for
your business.

13. Talk to your
customers
online

14. Social media users are responsive to new and interesting content.

15. They will engage with, react to
and shape trends.

16. Establish long- term relationships

17. Foster relationships with
customers through streams
of regular conversations.

18. These regular conversations with
customers will provide you with
greater customer insight.

19. Encourage customer engagement

20. You can announce new
product features on Twitter.

21. You can run product related
polls on a LinkedIn group.

22. Let social media inform your business

23. Use social media to keep up-to-
date about customers,
leads and business partners.

24. Follow their LinkedIn
page, Twitter stream
or Facebook page.

25. How can I implement
social CRM?

26. Have you identified your brand or product’s biggest online champions and influencers?

27. Have you identified your brand or product’s biggest online champions and influencers?
Do you manage an internal community where customers and business partners contribute?

28. Have you identified your brand or product’s biggest online champions and influencers?
Do you manage an internal community where customers and business partners contribute?
Is your company connecting and conversing with partners, leads and customers on LinkedIn?

29. Have you identified your brand or product’s biggest online champions and influencers?
Do you manage an internal community where customers and business partners contribute?
Have you used your Facebook company page to engage with a customer or lead?
Is your company connecting and conversing with partners, leads and customers on LinkedIn?

30. sagecrm.com
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