Social Customer Relations Management (CRM) presentation
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Personal experience and influence from social media platform has become part of our everyday decision making. We spend more time reviewing customer's experience in that restaurant or hotel which influence our decision making than the price or the "on offers"! As a business owner, we need to be in tune to what people are talking about us on the social network and how do we address feedback both positive and negative.
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Social Customer Relations Management (CRM) presentation
- 1. Social CRM Putting the Customer First Johan Sammy
- 2. Your Business So, What’re Your Current Challenges? Sustainability Control ? •Conversation •Brand Image Customer •demands •Expectations Competition
- 3. Your Business My Customers are different… Knowledge Vocal Demand Loyalty The Customer The Customer changed because of a social change in the early part of the millennium. The Customer seized control of the business ecosystem.
- 4. Your Business Am I Meeting My Customer Expectation?
- 5. Your Business Brand Awareness & Business Image
- 6. Your Business Social Media or CRM? It’s all about…
- 7. Social CRM Creating a Customer Voice Platform. CRM Social CRM Customer Service Representatives ROLES All Employees Engage Process-centric FUNCTION Conversation-centric Contact Management APPROACH Community Management Well-Defined CHANNELS Dynamic & Evolving Periodic Connection VALUE Sustained Customer Engagement Simple Transactions MODEL Complex Relationships
- 8. Social CRM Putting it all together!
- 9. Social CRM Putting ‘em All Together!
- 10. Social CRM We Put ‘em Together. • Social Profiling • Business Knowledge • Customer/Business-centric Approach • Social CRM Expertise • High Availability • Co$t-Effective
- 11. Social CRM Taking Ownership of the customer’s conversation! Business Strategy Business Rules Workflow Processes Technology Availability Social Media Platforms Design Stakeholders Management & Staff Customers Vendors Trusted & Transparent Business Environment The Conversation
- 12. Social CRM Typical Social Media Response
- 13. Social CRM Your Customer “Like” Response
- 15. Sustainability My Customers are out to get me! “… More than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value. Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure.” ~ Gartner Group
- 16. Social CRM Putting your Customers First! Thank You !