Social CRM allows businesses to engage customers through social media to build trust and brand loyalty. It combines social networks, customer relationship management, and social media to facilitate two-way communication between businesses and consumers. Examples of companies using social CRM include Sony, which has a blog for customers to post comments, and Starbucks, which captured customer-generated ideas through its VIP program and website.
3. Customer Relationship Management
âą Definition :
CRM is a Model for Managing companyâs interactions with
current and future customers
âą All techniques and tools that are used to enter into relation with
customers
âą Uses Technology to organize, automate and synchronize sales,
marketing and customer service
4. âą Definition:
Social CRM can be defined as business strategy of engaging
customers through social media with goal of building trust and brand loyalty.
âą Customer Relation through Social Networking Sites
âą Two way communication between business and the consumer
âą Products like Facebook, Twitter, Linkedin, Plaxo â People Connect
and Communicate
Social CRM
6. âą Type: Blog
âą Case: A Blog where Sony customers can post comments about
existing products as well as providing Sony with input about new
products
âą CRM: Marketing (New product development) and Service
âą An easy way for customers to share their thoughts with Sony and
to find product related information in a quick and simple way
Example: Sony
7. Case: Starbucks captured ideas in collaboration with their customers.
Starbucks VIP card and getting a free cup of coffee when buying
coffee beans are two examples of customer- generated idea currently
in use
CRM: Marketing (New product development)
Business Value: Starbucks captured in one year more than 70,000 ideas
submitted through the site.
Customer Value: Customer like to have a place to put their creative
ideas.
Example: Starbucks
8. Features and Benefits
âą Increases user productivity by providing relevant analytics
and real-time collaboration
âą Elevates employee performance by leveraging the collective
knowledge of social network
âą Improves customer interaction and satisfaction by providing
customer engagement on social media