Social CRM is the solution for integration across functions in Marketing and Customer Relations. Out of 25 use cases in Social CRM, marketers have only been actively applying 6. Learn how can marketers actively create touch points to convert customers to friends. Contact me: leon@techsailor.com

1. Social CRM
Socializing Customer
Relations

2. Leon CK Leong
Chief Business Development Officer
Techsailor – TO THE NEW
leon@techsailor.com
sg.linkedin.com/in/leonck/
Email me if you’d like to have the slides

3. Turning Customers into Friends
economically driven
emotionally driven

4. Brand and Customer
relationships should
not be just about
contests, prizes and
promotions”
“

5. Build touch points with your audiences
Service
Feedback
Ideas
Advocacy
Loyalty
Experience
Social

6. On platforms where your target
audiences are active

7. Only 6 out of 25 use cases in general use

8. My Starbucks
Ideas collected
close to
200,000 user-
generated ideas
Starbucks: Customer Innovations

9. Lenovo’s Peer Support Community led to a
20% decrease in laptop service call volumes
Lenovo: Customer Service/Support

10. Västtrafik: Customer Experience
Sweden’s Västtrafik
redefines the
public transport
experience for
tourists with a
mobile application

11. Technology
3 sides to Cross-Channel Integration

12. People
Understand your
Customer’s Journey
Identify your Brand’s
Influencers

13. Process
Connecting
Social Data with
Business KPIs
Bridging
Technology Silos
in the business

14. Technology
Technology audit on
existing systems
Integration of Social
CRM Functions /
Products

15. Technology
Technology audit on
existing systems
Integration of Social
CRM Functions /
Products

16. Email Leon leon@techsailor.com OR
Anshul anshul@thoughtbuzz.com
If you would like a copy of the slides
Creating new customer experiences
on Social Media