social crm forum 2011 10 - susanne boeck - from social media to social crm
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8/4/2019 Social CRM Forum 2011 10 - Susanne Boeck - From Social Media to Social CRM
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8/4/2019 Social CRM Forum 2011 10 - Susanne Boeck - From Social Media to Social CRM
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Social CRM Forum Stuttgart
22. September 2011
Susanne Böck
©2010 SugarCRM Inc. All rights reserved.
From Social Media toSocial CRM
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Agenda
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Warum Social CRM?
Was ist eigentlich Social CRM?
Worin liegt der Nutzen von Social CRM?
Was sind die 7 Regeln des Social CRM?Anwenderbeispiel
8/4/2019 Social CRM Forum 2011 10 - Susanne Boeck - From Social Media to Social CRM
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Warum Social CRM?
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Was ist eigentlich Social CRM?
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Online Customer
Communities
SocialNetworks
TraditionalCRM
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… der Nutzer diktiert den Kundenservice…
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CRM hat sich zu Social CRM entwickelt
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Source: http://blog.getsatisfaction.com/2010/12/17/the-evolution-of-crm-v2/?view=socialstudies
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Worin liegt der Nutzen von Social CRM?
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Innovate
Promote
Support
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…Support steht weit oben auf der Wunschliste
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Source: http://blog.getsatisfaction.com/2010/12/17/the-evolution-of-crm-v2/?view=socialstudies
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CRM heute…
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Info über den
Kunden, vom
Kunden selbstbereit gestellt
1.
2.
3.
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Was sind die Regeln des Social CRM?
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Die Kontrolle liegt nicht bei Ihnen
1
Die Wirksamkeit anderer Marketing Kanäle nimmt ab2
“pull” und nicht “push”3
Support ist das neue Marketing4
Analytics und Controlling5
Nehmen Sie an der Konversation teil6
The web rules: don’t fight it7
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Anwenderbeispiel: Hillel
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Hillel Uses Social CRM to Connect with Jewish
College Students
Engagement Tracking Increases More Than1,000% with Social and Mobile Applications
http://www.informationweek.com/thebrainyard/news/social_crm/231601611/how-hillel-went-social-mobile
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München, 20. Oktober 2011
Düsseldorf, 25 Oktober 2011
http://www.sugarcrm.com/crm/de/content/social-business-roadshow-de
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Vielen Dank
Susanne Böck
Skype: sboeck77
LinkedIn: linkedin.com/in/susanneboeck
Xing: xing.com/profile/SusanneB_Boeck
Facebook: facebook.com/susanne.boeck
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SugarCRM Inc.10050 North Wolfe Road, SW2-130
Cupertino, CA 95014, USA
SugarCRM Deutschland GmbHCrusiusstrasse 1,80538 Munich,
Germany
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