Social Media Day 7-3-2013 Van social media monitoring naar social CRM
1. From Social Media Monitoring
to Social CRM
Folke Lemaitre
Founder & CEO
http://twitter.com/folke
2. Engagor
All-in-one social media management Enterprise
tool for the social business B2C
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
Social CRM?
3. 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”
4. 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”
5. 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!
16. A Social Media Team is born
4
Tie in your traditional CRM
Monitoring Analytics Engagement
17. Specialized Social Media Teams
need Specialized Tools
The Social Enterprise
⬌ Customer Support
⬌ Marketing
CRM Social Media Team ⬌ HR
⬌ Sales
⬌ PR
Analytics
Monitoring
Measure
Results
CRM Integration Engagement
Real-time collaboration
19. Social CRM is more than Social Media
• Managing the customer is changing:
Active
Reactive
Proactive
• Related “Buzz” words:
– Customer Engagement
– Customer Success
– Customer Experience
– Customer Lifecycle Management