This presentation will help you understand the need for Social CRM over and above CRM so that the marketer can follow social conversations and monetise the same, wherever possible.
2. What is CRM?
More Customer Per Customer (MCPC)
Up Selling
Cross Selling
Referral Selling
Customer Satisfaction Index
Customer Loyalty Quotient
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3. Always ON.
These customers opine, complaint, recommend, refer, share, forward,
celebrate, flaunt, boo down, praise about brands (specific) or usage
(generic) on Social Media.
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4. How much social
conversation is
happening every 60 sec?
How do you do Social Listening?
How are you capturing
intelligence out of this
social conversation?
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9. Does it effect
SME's?
Surely , it does.
All of us are social consumers.
Your customers are also social consumers.
Your social listening will catch their social
conversations.
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10. MARKETING
SPENDS
How do you connect accorns to jackpots
in a social conversation and make money
out of the same?
Millward Brown Brand Z & The Oglivyone Loyalty Index
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11. The FIFTH Space
2
Web
1
Brick and Mortal
Retail
3
E-Commerce
4
Social Networks
5
Social CRM
The Closed Graph Data, Open Graph Data & 5th Space
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12. Social CRM integrates
into CRM
The data of social
conversations is fed into
CRM for Leads, Branding,
e-commerce, research and
customer service.
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13. Insights
Social CRM gives market insights
Branding
Insights that can help Brand
Managers create winning
marketing campaigns
Product development
Insights that will help you add
features to your product under
development. Your R&D cannot
do this on real time basis.
Sales Leads
Social CRM can track keywords
and hashtags to generate Sales
Leads and feed them to CRM
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14. WHY YOU CANNOT MISS OUT?
Real Time Insights
Nothing is more fresh than Social
CRM Insights and inputs
Segmentation
Social CRM helps you segment
social consumers as per buying
behaviour which is real time.
OglivyOne Loyalty
Index
The accorns can be networked
with jackpots to get more sales
value
360 degree view
Marketers get a 360 degree view
of their brand and users.
Invisible Prospects
Your ability to deal with invisible
prospects increases.
Advocates
Maximise your spends on your
customer Advocates who are
identified on basis of social
behaviour on real time basis.
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15. Social CRM can help you
in selling without selling!
Do not feel Jealous about
someone who uses Social
CRM?
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16. What should you do?
Take baby steps towards Social CRM.
Start CRM
Start Social Listening
Start understanding
how we can monetise
social conversations
Invest in Social CRM
1.
2.
3.
4.
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17. Where do you do Social
Listening?
Online portals focussed on
social listening
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