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What is Social CRM anyway?

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Mitch Lieberman
Mitch Lieberman

From a Rolodex, to excel, to ACT!, to CRM - now Social CRM is it really necessary? Is it really new? A quick presentation to help clarify the answers

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Social CRM It is all about the Customer your Mitch Lieberman Comity Technology Advisors
First - What is CRM? (Customer Relationship Management) ,[object Object],Name, Address, Phone # ,[object Object],Orders, Invoices, Issues ,[object Object],Prospects, Leads, Opportunities ,[object Object],Because they do not understand what’s in it for them! @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
Social CRM is an extension of CRM, the biggest change is a Focus on your customers, not a focus on you @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
Different parts of the organization are not aligned, a Social CRM strategy includes strong guidelines for alignment @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
Social CRM is based on the simple principle that you will invite your customer into the ecosystem and interact with them based on their needs, not your rules. @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes Image by: Textualcreations.ca
Quick Background This presentation was part of a panel discussion, at the Vermont Business Expo. Each presenter was given 7 minutes, and had to end with tips for the audience.
TIPS – 1 each Support - Keep the ordinary, ordinary; Social includes public channels; include more personality Sales – The value-add of you and your company’s expertise, not just your product are important, Marketers – Learn to listen, engage and create with your customers, add facts and value along with personality, Social CRM can be done without technology – trucks and delivery personnel can be a great social network – think about it! @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
Thank You! @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
Appendix Traditional CRM: “CRM is a philosophy and a business strategy, supported by a system and a technology, designed to improve human interactions in a business environment.”Social CRM: “Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.” Paul Greenberg @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes

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What is Social CRM anyway?

  • 1. Social CRM It is all about the Customer your Mitch Lieberman Comity Technology Advisors
  • 2.
  • 3. Social CRM is an extension of CRM, the biggest change is a Focus on your customers, not a focus on you @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
  • 4. Different parts of the organization are not aligned, a Social CRM strategy includes strong guidelines for alignment @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
  • 5. Social CRM is based on the simple principle that you will invite your customer into the ecosystem and interact with them based on their needs, not your rules. @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes Image by: Textualcreations.ca
  • 6. Quick Background This presentation was part of a panel discussion, at the Vermont Business Expo. Each presenter was given 7 minutes, and had to end with tips for the audience.
  • 7. TIPS – 1 each Support - Keep the ordinary, ordinary; Social includes public channels; include more personality Sales – The value-add of you and your company’s expertise, not just your product are important, Marketers – Learn to listen, engage and create with your customers, add facts and value along with personality, Social CRM can be done without technology – trucks and delivery personnel can be a great social network – think about it! @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
  • 8. Thank You! @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes
  • 9. Appendix Traditional CRM: “CRM is a philosophy and a business strategy, supported by a system and a technology, designed to improve human interactions in a business environment.”Social CRM: “Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.” Paul Greenberg @mjayliebs - comityadvisors.com – 7 Experts - 7 Tips - 7 Minutes