social media day 7-3-2013 van social media monitoring naar social crm
DESCRIPTION
Presentatie op de 3de Social Media Day Academy; Van social media monitoring naar Social CRM door Folke Lemaitre, CEO Engagor.TRANSCRIPT
Folke LemaitreFounder & CEOhttp://twitter.com/folke
From Social Media Monitoring to Social CRM
Engagor
Monitor your brand across the web
Talk with your customers on any social network
Measure your results
Create detailed Social Media reports
Powerful, yet easy to use
EnterpriseB2C
All-in-one social media management tool for the social business
Social CRM?
What is Social CRM?
“Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation”
What is Social CRM?
“Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, workflow, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It's the company's response to the customer's ownership of the conversation”
What is Social CRM?
• Managing Social Relationships (customer)– Between you and the customer– Between customers– Between employees
• Always be there– Make it easy to approach you– Be responsive fast, accurate– The past is important!
Traditional CRM Social CRM
Why Social Media?
Billions of conversations each day Consumers use social media every day. Do You?
The Social Customer
The Social Customer
They Decide:•When they contact you•Where they contact you•Who they contact• How they contact you
Marketing Funnel Customer Life Cycle
Social is key in Customer Buying Journey
From Monitoring to CRM
• Social Media adoption is maturing, but still in early stages
• The 4 steps of Social CRM Adoption
PR & Communications
1
Monitoring Analytics Engagement
Marketing
2
Monitoring Analytics Engagement
Marketing & Customer Service
3
Monitoring Analytics Engagement
A Social Media Team is born
4
Monitoring Analytics Engagement
Tie in your traditional CRM
Specialized Social Media Teamsneed Specialized Tools
Measure Results
Analytics
Engagement
Monitoring
Real-time collaboration
CRM
The Social Enterprise
Social Media Team
⬌ Customer Support⬌ Marketing⬌ HR⬌ Sales⬌ PR
CRM Integration
CRM within social media management tool
Social CRM is more than Social Media
• Managing the customer is changing:ActiveReactiveProactive
• Related “Buzz” words:– Customer Engagement– Customer Success– Customer Experience– Customer Lifecycle Management
Social CRM is more than Social Media
The Social CRM eco system
The End
Questions?