Social Customer Relationship Management (sCRM) presentation
Sep 14, 2014
Presentation for the St. Charles County Chambers on Commerce on Social Customer Relationship Management. Focuses on Nimble as an example sCRM that is well suited for small to mid-sized businesses. Also discusses other solutions to bring social features to the tools you already use, including Twitter, Hootsuite, Rapportive, Chime, Nutshell Mail, and others
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Social Customer Relationship Management
(sCRM)
Presented by: Ken Tucker July 2013
Where to
check all of your
messages?
What is CRM? • Contact Management
• Opportunity Tracking
• Conversation Records
• Email, Phone, Mail, Marketing Campaigns …
• Project Management
• Automation / Business Rules
What is sCRM?
Relevant Contextual Information at the Right Time
• Contact Management
• Opportunity Tracking
• Conversation Records
• Email, Phone, Mail, Marketing Campaigns …
• Project Management
• Automation / Business Rules
And Now (speed of communication and integration)
• Social Media Monitoring / Discovery
• Social Media Engagement / Collaboration
More Customers. Less Work.™
Ken Tucker
July 17, 2013
Easily Transform your
Social Communities
into Customers with Nimble, the social selling tool for
SMB
Our contacts,
communications
and activities
are scattered all over the place
What does Nimble Do?
SaaS Social Business App
360 View of your Contacts
Unified Inbox +
Social Monitoring
Automated Sales,
Marketing and Customer
Service
Customer Relationship Solutions
Enterprise CRM
Contact Manager
Social CRM
• Limited Vision • Limited Social • Basic
• Complex • Pricy • Stodgy
Outlook Address Book
Google Contacts
Collaboration Social Listen/Engage
Accounti
ng
Collab
Custome
r
Service
Marketin
g
Contacts
Communica
tion
Activities
Nimble, a Social Business vision
Social
Monitori
ng
Sales
Nimble Integrations
And a many more…
Nimble Today Page
Nimble One-Click Reminders
Nimble for Outlook Integration View Nimble Contacts from within Outlook 2007 or Outlook 2010
Nimble Daily Digest Email
Nimble Deals View
1 - Subscription
Freemium Model
3 - Nimble for iOS
2 - Nimble App Store
Time for a Demo!
5 sCRMs for Small Business
• Batchbook
• Nimble
• BlueCamroo
• Insightly
• GreenRope
http://www.practicalecommerce.com/articles/3924-
5-Social-CRM-Tools-for-Small-Business
Other Tools to Consider
• Hootsuite
• LinkedIn Contacts
• Rapportive
• Chime
• Nutshell Mail
• HubSpot
These offer features to help with sCRM, but are
not sCRM solutions
Twitter as a CRM
• Answer Tweeted Customer Support Questions
• Keep Customers Updated
• Thank Customers
• Welcome New Followers
• Put Customers in Lists and Monitor
• Help by Tweeting about Customers or
Retweeting Their Tweets (as appropriate).
• Monitor Twitter for Keywords • Regular and Promoted Tweets
Hootsuite Streams
LinkedIn Connections
Chime
A Chrome plug-in that allows users to get all of their social media notifications in their browser in a user-friendly manner.
Nutshell Mail Schedule Options
Nutshell Mail Schedule Options
HubSpot Social Inbox
Email messages
triggered based on
Twitter Streams that
I set up to monitor
July 18, 2013
Presented by: Social CRM
Please fill out your survey & drop it in the box before you leave
https://www.facebook.com/STCCTechComm
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