log inhelp

View
 

Social CRM Track

Page history last edited by Chris Yeh 1 year, 6 months ago
  • Social CRM stack
    • Community management
    • Social analytics enging
    • Actionable layer unit
    • System-of-record integration layer
      • CRM
      • ERP
  • Social CRM is necessary because of social noise
    • Customers lie on surveys.  They are less likely to lie on Twitter/Facebook/blogs.
    • 20X the volume of traditional surveys...millions of tweets
  • Social CRM adds *feedback* to CRM
  • People talk about revolutions and paradigm shifts, but this is not a generational thing, nor is it an overnight thing.  This is something that will be happening for the next 10-15 years.
  • Instead of 1:1 relationships, socially augmented 1:many:1 relationships.
  • The loop:
    • End-to-end process to create...
    • ...the customer experience, which results in...
    • ...feedback, which is processed into...
    • ...actionable insights, which feed back into the end-to-end process
    • E2.0 is internal for steps 1 and 4; SCRM is client-facing for steps 2 and 3
  • There is not a single success story for SCRM yet.
  • Case studies
    • Social service: Widgetbox
      • Community integrated into helpdesk
    • Social sales, service: Best Buy
      • Twelpforce
      • Extended to tap into catalog to make it easier to recommend additional products.  Links added programmatically.
    • Social marketing: Groupon, HBO

Comments (0)

You don't have permission to comment on this page.

PDF version