social media day 7-3-2013 van social media monitoring naar social crm
DESCRIPTION
Presentatie op de 3de Social Media Day Academy; Van social media monitoring naar Social CRM door Folke Lemaitre, CEO Engagor.TRANSCRIPT
![Page 1: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/1.jpg)
Folke LemaitreFounder & CEOhttp://twitter.com/folke
From Social Media Monitoring to Social CRM
![Page 2: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/2.jpg)
Engagor
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
EnterpriseB2C
All-in-one social media management tool for the social business
Social CRM?
![Page 3: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/3.jpg)
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”
![Page 4: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/4.jpg)
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”
![Page 5: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/5.jpg)
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!
![Page 6: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/6.jpg)
Traditional CRM Social CRM
![Page 7: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/7.jpg)
Why Social Media?
Billions of conversations each day Consumers use social media every day. Do You?
![Page 8: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/8.jpg)
The Social Customer
![Page 9: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/9.jpg)
The Social Customer
They Decide:•When they contact you•Where they contact you•Who they contact• How they contact you
![Page 10: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/10.jpg)
Marketing Funnel Customer Life Cycle
![Page 11: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/11.jpg)
Social is key in Customer Buying Journey
![Page 12: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/12.jpg)
From Monitoring to CRM
• Social Media adoption is maturing, but still in early stages
• The 4 steps of Social CRM Adoption
![Page 13: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/13.jpg)
PR & Communications
1
Monitoring Analytics Engagement
![Page 14: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/14.jpg)
Marketing
2
Monitoring Analytics Engagement
![Page 15: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/15.jpg)
Marketing & Customer Service
3
Monitoring Analytics Engagement
![Page 16: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/16.jpg)
A Social Media Team is born
4
Monitoring Analytics Engagement
Tie in your traditional CRM
![Page 17: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/17.jpg)
Specialized Social Media Teamsneed Specialized Tools
Measure Results
Analytics
Engagement
Monitoring
Real-time collaboration
CRM
The Social Enterprise
Social Media Team
⬌ Customer Support⬌ Marketing⬌ HR⬌ Sales⬌ PR
CRM Integration
![Page 18: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/18.jpg)
CRM within social media management tool
![Page 19: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/19.jpg)
Social CRM is more than Social Media
• Managing the customer is changing:ActiveReactiveProactive
• Related “Buzz” words:– Customer Engagement– Customer Success– Customer Experience– Customer Lifecycle Management
![Page 20: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/20.jpg)
Social CRM is more than Social Media
![Page 21: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/21.jpg)
The Social CRM eco system
![Page 22: Social Media Day 7-3-2013 Van social media monitoring naar social CRM](https://reader034.vdocuments.mx/reader034/viewer/2022051816/545544a0b1af9f40378b47bb/html5/thumbnails/22.jpg)
The End
Questions?