Social crm

Za Social: How brands can enhance CRM using social apps27th January 2011

What is Social CRM ?

Social CRM

“Social CRM represent the continuing journey by organizations to deliver the right customer experience at the right time. It is fundamentally about how to and where to reengage with customers.”

-From Jeremiah Owyang’s webinar on SCRM

Social CRM Process

Community

FacebookTwitter

LinkedInOnline conversations

BlogsNews

Mssg forums

Phone callsEmails

Feedback formsCompaints

Listening tools

CRM

Profiles

Workflows

Interactions

Transactions

Social –influence

History

Response & business communication

Using Social Apps for enhancing CRM

Social CRM tools spectrum

CRM (database driven, one-to-one, private)

Social(conversational, many-to-many, engaging)

High

High

Low

Low

Buzz Visualization Curation enabled support forum

Integrated social hubsSocial apps built on sales force CRM platformCRM integrated listening toolsCRM integrated support forums

Contact profiling Support forums

Recommendation engineCustomer service software

Tools for customer acquisitionTools for customer retention

- Social tools tend to be oriented towards conversation or a particular CRM process

Social CRM Use Cases

- SCRM tools used by brands seem to be aligned to at least one of alimeter’s use cases

Social Apps for Customer Acquisition

Rapportive – Gmail Extension

Use case: Social lead generation

SCRM tool: Contact profiling

Usage: Shows social profiles of user’s Gmail contacts along with latest conversations

Impact: Helps profile contacts and understand them better

Gatorade Conversations Visualization Use case: Social

Marketing insights

SCRM Tool: Buzz visualization

Usage: Helps understand relevant market buzz through a friendly user interface

Impact: Improves response processes and influences customer engagement strategies

Target Product Recommendation AppUse case: Social sales

insights

SCRM tool: Recommendation engine

Usage: Recommends customized deals depending upon user’s interest in other deals

Impact: Improved product selection for consumer

Kingfisher Social Hub ApplicationUse case: Rapid social

marketing response

SCRM tool: Integrated social hub

Usage: Shows user activity at all social hubs at one location

Impact: Deep insight into consumer behavior. Recognition of influencers/ evangelists

Mark’s Referral FB App

Use case: Social Campaign tracking

SCRM tool: Social app built on Salesforce CRM platform

Usage: Maps users social graph to generate referrals

Impact: Campaign promotion and measurement of word - of - mouth referrals. Increased knowledge database of potential customers

Dell Radian 6 – Salesforce Integration

Use case: Rapid social marketing response

SCRM tool: CRM integrated listening tool

Usage: Allows integration of relevant buzz and profiles with CRM database

Social Apps for Customer Retention

Vodafone Discussion App

Use case: Peer - to - peer unpaid armies

SCRM tool: Support Forum

Usage: Default Facebook tab used for support and discussions

Impact: Customer support on queries

HootSuite Feedback App

Use case: crowd source innovation

SCRM tool: Curation enabled discussion forum

Usage: Allows users to create and vote the best ideas for HootSuite

Impact: Best idea crowdsourcing

Rosseta Stone Customer Support App

Use case: Rapid social response

SCRM tool: Customer service software

Usage: Allows users to ask questions, find answers and chat with CRM agents

Impact: Provide support to customers on customer hubs like Facebook

Ask Pampers App

Use case: Social support insight

SCRM tool: CRM integrated support forum

Usage: Allows users to share ideas, report problems, give kudos or ask questions

Impact: Salesforce integration allows stronger SCRM capabilities with the conversation data

About Kuliza

About Kuliza

Kuliza is a social technology firm focused in helping companies leverage social software, community platforms, mobile and cloud computing for improving business performance, communication and customer engagement.

Kuliza Offerings

ServiceDeliverables

Social Technology Advisory

Social Technology Implementation

Social Technology Support

Design and build Social platforms, tools and software. ZaSocial Services can be broadly categorized as:

Online communities Design and build online communities to connect customers, partners and employees; trigger engagement and build relationships

Social Commerce Design and build / revamp social commerce platforms and tools for making purchase experience more engaging and satisfying for your customers

Social Apps Design and build social apps on Social Platforms like Facebook

Social CRM Build Social CRM tools to extend CRM solutions to Social Web

Mobile app design and development services for iOS and Android

Ensure a hassle free infrastructure that can sustain your changing infrastructure needs

Ask us how to build Social CRM tools ! Kuliza.com | [email protected] | @kuliza

[email protected]@achintya85