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Top : Social CRM: With the emergence of social networking and the use of social media platforms for customer service, there is now a discussion of customer relationship management via social network channels.
Articles:
Social CRM Deployment Methodology [example]. | The Social Customer - by Tatyana KanzaveliMany companies are starting their "Social journeys".. Many of them are trying to attack the issue on how to use Social Media channels for business at a company level across business processes.""My recommendation is to assess the use of social media channels for specific business processes - such as sales, marketing, supply-chain, etc.. on per-business-process basis. The functional business unit will need to own those "social" extensions to their core business processes anyway. There might be limited subset of functions that will make sense to deploy as shared services, however most of the functions should be owned by BUs.""Let's walk through this example (Added: 31-Dec-2010 Hits: 276 )
Traditional CRM vs. Social CRM -- customer relationship management -- Salesforce.com -- Netsuite - by Brent Leary
Traditional customer relationship management's strong suit has been improved operational effectiveness, easier access to data, and improved collaboration. Social media adds the dimension of connecting with potential customers. (Added: 25-Nov-2009 Hits: 441 )
Social CRM - the next big thing? -- Social Media Marketing UK - Brands and Social Media Blog - by Tom Chapman
In April 2009, Jeremiah Owyang and Forrester released their latest report, 'Future of the Social Web', which illustrates how social networks and marketers will have to change their strategies going forward.""The report suggests that within approximately two years, social networks will be more powerful than corporate websites and CRM systems - this can be further defined as the 'era of social commerce'. One significant finding that marketers should make sense of and start planning for is Social CRM. (Added: 25-Nov-2009 Hits: 544 )
Customer Relationship Management:Back to CRM Basics: Why Social Media-CRM can wait! - by Sinoi Daniel Mathai
Ever heard of Arena X-Glide, polyurethane swimsuits? Or of the 16 world records broken in the recently concluded swimming World Cup? They share an uncanny resemblance to our own superstar, Social CRM! (Added: 8-Jan-2010 Hits: 492 )
Common Sense Social CRM: How Social Metrics Affect the Bottom Line | The Social Customer - by Vanessa DiMauro
It's common sense -- serving your most valuable customers well is basic good business because attracting new customers costs, on average, five to eight times more than retaining old ones. Many executives are familiar with this idea; a survey conducted by Forrester Research in 2009 showed the number of companies focusing on customer retention had nearly doubled from the preceding year.""One approach is to identify the customers that matter most -- the customers that generate the most value for the company -- and drop those that cost more than they contribute. A business will calculate each customer's lifetime value (CLV) and customer equity (CE). These values represent the present value of all future profits obtained from a customer over his/her life of a relationship with a firm. From these calculations, companies can make educated decisions about the customers to which they should direct their marketing dollars and those which should be less targeted -- not to say ignored. (Added: 23-Dec-2010 Hits: 240 )
How to measure Social CRM ROI - by Harish Kotadia
One of the question frequently asked about Social CRM or Social Media is What is the ROI? This is a great question to ask given the need to justify any major investment, especially after the great recession. Unfortunately, many people (and this includes so called "experts" or "thought leaders") are missing woods for the trees while trying to answer this question.""It is important to remember that Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty (for more on Social CRM definition, see this) (Added: 31-Dec-2010 Hits: 271 )
Social CRM, FTW!: How Real Companies are Going Social and Winning - by Lauren Carlson
Specific companies alleged to be profiting from using social CRM (Added: 22-Jan-2011 Hits: 349 )
Social CRM and Customer Advocacy Programs: Case Study | The Social Customer - by na
In my previous post titled Loyalty Programs are Passé, how about Customer Advocacy Program?, I highlighted the importance of tracking outbound Word Of Mouth (WOM) on Social Networking sites and designing programs for rewarding Customer Advocacy behaviors like WOM. In this post, I want to elaborate more on the topic and explain how Customer Advocacy Program can be integrated into Social CRM initiative and system. (Added: 31-Dec-2010 Hits: 229 )
Social CRM: Strategy, Technology or Passing Fad? | CustomerThink - by Bob Thompson
With all the chatter that has been stirred up in recent weeks, it's clear that "Social CRM" is a hot topic. It's less clear what we're all talking about. ""I'm confused. Should I put a stake in ground, an oar in the water, or a finger in the air. (No, not that finger, the one to test the wind direction.) For now, I'll have to settle for this post!""My personal view is that Social CRM is the integration of social media and CRM. Literally: Social + CRM. If you don't have both, you don't have Social CRM. Simple. (Added: 25-Nov-2009 Hits: 618 )
Social CRM: Not Your Father's Customer Relationship Management | Small Business Trends - by Brent Leary
Social CRM adds a whole new dimension to the traditional view of customer relationship management. The focus is undoubtedly on people and not technology. It's about joining the ongoing conversations our customers and prospects are already engaged in -- not trying to control them. It's about using any tool available that will allow us to meaningfully engage with more people like them. It's realizing people like doing business with people they like -- and understanding we love doing business with people we trust.""My small business brethren know this better than anyone, and have literally put the "social" into CRM. Which is why I'm not ashamed to say my company name anymore. (Added: 25-Nov-2009 Hits: 1752 )
Definition of Social CRM Questions and Answers - by na
In my previous post titled Definition of Social CRM -- Explained!, I provided a detailed explanation about what is Social CRM. I received many excellent comments in response to that post and wanted to answer some of the questions about the definition.""To begin with let me reiterate the definition of Social CRM: (Added: 31-Dec-2010 Hits: 309 )
Self-Service and Social CRM ( SCRM ) Automate or Personalize - by na
Two schools of thoughts are fighting these days around the following issue: how customers should be treated in social media space. Can customer service/support interactions be automated or the whole nature of social media channels dictates one-on-one personal conversation-based communications. (Added: 14-Dec-2009 Hits: 462 )
Definition of Social CRM Explained! #crm - by Harish Kotadia
Social CRM is the business strategy of engaging customers through Social Media with goal of building trust and brand loyalty. Loyalty is defined as attitude towards a brand that inclines a customer to repurchase it and/or recommend it to others. Social CRM and Social Media are more about building trust and managing loyalty with customers than about managing relationships or transactions, which are focus areas of "traditional" CRM.""I received a lot of great feedback on this definition and want to elaborate further on it to answer some of the questions raised by readers of this blog.""Let's break-down the definition to its individual components: (Added: 31-Dec-2010 Hits: 385 )
Social CRM - a dead end? - by Axel Schultze
I love Brian Solis statement: "Take the C out of the sCRM". As our networks grow exponentially, we also may need a good tool, but we need a tool that helps us with the actual relationship - not with the data we aggregate.""Social Relationship Management as it is is currently defined may be a solution to the problem as it focuses on the relationship - not at the data. Interesting discussion. Be sure to read the comments. (Added: 16-Dec-2009 Hits: 526 )
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