Social CRM involves engaging customers in collaborative conversations to provide mutual value. It requires defining a social media strategy and guidelines, listening to customers, choosing appropriate tools, and engaging audiences on platforms like Facebook and Twitter. Companies that implement social CRM well generate sales from social media interactions and gain customer feedback. To succeed requires monitoring social media continuously and being prepared to quickly address any issues that arise from social interactions.
24. 54% of Fortune 500 companies Like Facebook Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper
26. 50% of Fortune 500 companies play Youtube Source: http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paper
42. Choose the right tools Source: http://www.appsheriff.com/wp-content/uploads/2009/10/fb-vs-twitter.jpg
43. to engage with your audience Source: http://www.theconversationprism.com/
44. and achieve your goals. Source: http://www.independent.co.uk/news/world/americas/facebook-provides-shop-window-for-ny-sex-workers-2213131.htm
45. Define your social CRM processes and guidelines. http:SouS//Source: http://laurelpapworth.com/enterprise-list-of-40-social-media-staff-guidelines/ Get it right. Get it right.
46. To support or not to support? That is the game and EA “it’s in the game”.
64. You can make it your “heaven” Source: http://thesharath.com/2010/01/funny-social-network-internet-pictures-wtf/
65. or your own “hell”. Source: http://thesharath.com/2010/01/funny-social-network-internet-pictures-wtf/
66. It’s really up to you. Learn on. Start now! CRM 1.0 vs. CRM 2.0 http://goo.gl/oGyLz Engagement Console http://goo.gl/OKix7 From Social Media to Social CRM http://goo.gl/3e28N Guide to Social Landscape http://goo.gl/uBhQA Social CRM by Paul Greenberg http://goo.gl/yEnxi Social CRM Building Blocks http://goo.gl/o7DgY Social CRM Goes Mainstream http://goo.gl/Wk2ok Social CRM Process http://goo.gl/7JPaO Social CRM Use Caseshttp://goo.gl/sU40V Social CRM What is in it for youhttp://goo.gl/EZDcY Social Media Check up 2010 http://goo.gl/EgGct Social Media for Business http://goo.gl/rfvst
“By 2010 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 thebiggest cause of failure.” Gartner Group
~ Gartner Group
Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be thebiggest cause of failure.”
CRM 1.0 vs. CRM 2.0 - http://www.slideshare.net/fhcipriani/social-crm-presentation-761225Engagement Console - http://www.youtube.com/watch?v=aqpfhQWx8FI&feature=player_embeddedFrom Social Media to Social CRM - ftp://public.dhe.ibm.com/common/ssi/ecm/en/gbe03391usen/GBE03391USEN.PDFGuide to Social Landscape http://www.cmo.com/social-media/2011-cmos-guide-social-landscapeSocial CRM by Paul Greenberg - http://www.oracle.com/us/products/applications/siebel/036062.pdfSocial CRM Building Blocks - http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/Applying-the-Eight-Building-Blocks-of-CRM-to-Social-Media-74541.aspxSocial CRM Goes Mainstream – http://www.forrester.com/rb/Research/topic_overview_social_crm_goes_mainstream/q/id/55884/t/2?action=5Social CRM Process - http://www.slideshare.net/JacobMorgan8/social-crm-presentation-at-new-comm-forumSocial CRM Use Cases - http://www.slideshare.net/jeremiah_owyang/social-crm-the-new-rules-of-relationship-managementSocial CRM What is in it for you - http://www.slideshare.net/rickmans/social-media-social-crm-what-is-in-it-for-youSocial Media Check up 2010 - http://www.slideshare.net/sumitkroy/burson-marsteller-2010-global-social-media-check-up-white-paperSocial Media for Business- http://www.slideshare.net/PresentationAdvisors/social-media-for-business-5456817