the evolutin of crm

1. THE EVOLUTION OF
CUSTOMER
RELATIONSHIP
MANAGEMENT
Alina Aliakhnovich

2. CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
IS A SYSTEM FOR MANAGING A COMPANY’S INTERACTIONS
WITH CURRENT AND FUTURE CUSTOMERS. IT OFTEN
INVOLVES USING TECHNOLOGY TO ORGANIZE, AUTOMATE
AND SYNCHRONIZE SALES, MARKETING, CUSTOMER
SERVICE, AND TECHNICAL SUPPORT

3.  Social CRM is first a strategy that is often
supported by various tools and technologies. The
strategy is based around customer engagement and
interactions, with transactions being a byproduct.

4.  Social CRM is still about CRM (but evolved),
meaning a back-end process and system for
managing customer relationships and data in an
efficient and process-centric way.

5.  Social CRM will mean different things to different
organizations. The key is being able to understand
the business challenge you’re looking to solve, and
then solving it.

6.  Social CRM is one component of developing
a social or collaborative business, both internally
and externally.

9. SOCIAL CRM IS NOT A NEW “THING” THAT
REPLACES CRM, IT’S SIMPLY AN EVOLUTION OF
WHAT CRM HAS ALWAYS BEEN.

10. WHAT THEY ARE TALKING
ABOUT ??????
AND WHERE THEY ARE SAYING
IT???????

12. MONITORING

14. MANAGING
YOUR CUSTOMER

17.  Social CRM is focused on the interaction with the
customers.

18. Traditional CRM Social CRM
 Phone
 Fax
 Email
 Service center
 Letters
 Personal contact
 Company’s website
 SMS
 Instant Messenger
 Chat
 Media
 Auctions
 Video sharing
 Microblogs
 Podcast
 Price comparison websites
 Wikis
 Social networks
 Blogs
 Widgets
 Photo sharing
 Forums
 Slides sharing
 Reviews and ratings in retail sites
 Social bookmarking
 Wish lists
 RSS

20.  Automated social integration.
 Unified inbox.
 Social search.
 Import social contacts.
 HootSuite integration.
 Status updates.
The main targets of sCRM tools: