Social CRM simplified - Social CRM explained. Examples and Case studies. Presentation at GITPRO 2014.

1. Social CRM Simplified
Ashish Seth
April 2014

2. CloudSquads Fact Sheet
Team
Solutions
Company
• Social CRM - Marketing, Support & Collaboration
• Transformed 75+ F1000 customers
• Scale: 100M+ Transactions
• Founded 2009
• Dominant enterprise social solution provider
• Seasoned Management team
• Team of Social Strategists and Technologists
• India Delivery Center
“Working with Cloudsquads we were able to deflect over 20% of our call
volume.”

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CloudSquads is now part of Persistent Systems, Inc. as of February 2014

4. WHAT IS SOCIAL CRM?
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5. Social CRM is a philosophy and a business strategy,
supported by a technology platform, business rules, workflow,
processes and social characteristics, designed to engage the
customer in a collaborative conversation in order to provide
mutually beneficial value in a trusted and transparent
business environment. It's the company's response to the
customer's ownership of the conversation.
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What it is What it is not!
• A business strategy
• An integral part of customer
experience
• Potential means to “delight”
customers
• Part of key business functions –
Sales, Support and Marketing
• A FB page or Twitter handle
• One person managing HootSuite,
writing company blog
• A one-off response to customer
complaints on Social Channels
• A technical implementation of
Customer Communities or Social
CRM Software!
“It's not a social game. It’s a multichannel game where companies and customers decide on how they
want to communicate with each other and then proceed to do so in ways that ultimately (and hopefully)
provide value to each of the parties involved.” - Paul Greenberg

7. $ 6.0+ billion Market
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2012 – 1.0 B
2014 – 2.5 B
2018 6.4B
 Enterprise Social Software (ESS)
market growing 30%+ annually*
 Cloud-based solutions from Jive,
Lithium, SalesForce & IBM
dominate the market*
* Source: IDC, Forrester and Gartner

9. The (x)CRM Market – even bigger
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10. Another view of Social CRM
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CRM
SOCIAL
COLLABORATION
LMS/HR CMS
SOCIAL WEB
E m e r g i n g S o c i a l T e c h n o l o g i e s
Y o u r E x i s t i n g I n f r a s t r u c t u r e
COMMUNITIES /
RATINGS & REVIEWS
MARKETING/
ANALYTICS
GAMIFICATION/
SSO / PROFILE

11. CASE STUDIES
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12. Social Support
12
Of calls
deflected
Increase in CSAT20%
15%
• Unified Customer
Experience across
channels

13. Social Support
13
Of calls
deflected
Increase in NPS
(Net Promoter Score)10%
25%
• Consistent SLA
Attainment
• Unified Customer
Experience
Seamless CRM Integration

14. Social Marketing
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Community Commerce

15. Social Marketing
15
Trader
Retention
Per Trader
Transactions↑
↑

16. Social Collaboration
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Increased
Innovation15%
Reduced
Communication costs58%
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For customer confidentiality purposes, actual screen shots blurred.

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Driving Employee engagement
• Improved
Accuracy
• Better
Conversions
• Engaged Sales
team!

18. Driving Social CRM Success
• Operationalize Social CRM – Biz goal/metrics & resourcing
• Make sure your social media messaging is consistent with brand
• Monitor what your customers are saying & respond quickly
• Put a human face (or name) on your social media conversations
• Use social profile data to augment contact information in your CRM Database.
• Identify and reward social influencers
• Choose the right platforms!
Remember that social media isn't always the answer or the appropriate way to respond
to a customer.
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Ashish Seth
ashish@cloudsquads.com
@ash_seth
http://cloudsquads.com/