Social crm
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How CRM systems are leveraging social software to enhance customer engagement
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Social crm
- 1. Za Social: How brands can enhance CRM using social apps 27th January 2011
- 2. What is Social CRM ?
- 3. Social CRM “Social CRM represent the continuing journey by organizations to deliver the right customer experience at the right time. It is fundamentally about how to and where toreengage with customers.” -From Jeremiah Owyang’s webinar on SCRM
- 4. Social CRM Process Facebook Twitter LinkedIn Online conversations Blogs News Mssg forums CRM Profiles Workflows Interactions Transactions Social –influence History Listening tools Community Response & business communication Phone calls Emails Feedback forms Compaints
- 5. Using Social Apps for enhancing CRM
- 7. Social apps built on sales force CRM platform
- 8. CRM integrated listening tools
- 9. CRM integrated support forums
- 15. Support forumsLow High Low CRM (database driven, one-to-one, private) - Social tools tend to be oriented towards conversation or a particular CRM process
- 16. Social CRM Use Cases - SCRM tools used by brands seem to be aligned to at least one of alimeter’s use cases
- 17. Social Apps for Customer Acquisition
- 19. SCRM tool: Contact profiling
- 20. Usage: Shows social profiles of user’s Gmail contacts along with latest conversations
- 22. SCRM Tool: Buzz visualization
- 23. Usage: Helps understand relevant market buzz through a friendly user interface
- 25. SCRM tool: Recommendation engine
- 26. Usage: Recommends customized deals depending upon user’s interest in other deals
- 28. SCRM tool: Integrated social hub
- 29. Usage: Shows user activity at all social hubs at one location
- 31. SCRM tool: Social app built on Salesforce CRM platform
- 32. Usage: Maps users social graph to generate referrals
- 34. SCRM tool: CRM integrated listening tool
- 37. SCRM tool: Support Forum
- 38. Usage: Default Facebook tab used for support and discussions
- 40. SCRM tool: Curation enabled discussion forum
- 41. Usage: Allows users to create and vote the best ideas for HootSuite
- 43. SCRM tool: Customer service software
- 44. Usage: Allows users to ask questions, find answers and chat with CRM agents
- 46. SCRM tool: CRM integrated support forum
- 47. Usage: Allows users to share ideas, report problems, give kudos or ask questions
- 49. About Kuliza Kuliza is a social technology firm focused in helping companies leverage social software, community platforms, mobile and cloud computing for improving business performance, communication and customer engagement.
- 50. Kuliza Offerings
- 51. Ask us how to build Social CRM tools ! Kuliza.com | sales@kuliza.com | @kuliza Achintya.gupta@kuliza.com @achintya85