CRM

CRM

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  8/21/2016 1Emailvision
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  •The focus ison community and relationship building. •Via social venues, including Facebook and Twitter, customers own and control the conversation. •Communications are business-to- customer but also customer-to- customer and customer-to- prospect. •Customers collaborate with businesses directly or indirectly to improve products, services, and the customer experience. •Conversation is less formal and more “real,” moving from brand speak to community speak. •The focus is on marketing and selling to customers. •The business initiates and controls most of the dialogue. •Interactions tend to be direct and formal (professional). •Customers play a very passive role. Traditional CRM Social CRM 8/21/2016 2Emailvision
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   By establishinga social presence, you make it easier for customers and prospects to find and contact you, giving you more opportunities to initiate and nurture relationships.  A big part of social CRM consists of monitoring the “air waves. With social CRM, you gain access to early warning signs of negative press and dialogue and, consequently, a platform for addressing it and mitigating any damage.  Influencers and brand advocates increase the reach and impact of everything you do to promote your brand. Identifying and profiling user segments. Social media enables you to harness the power of community participation and collaboration. Formulate a strategy that keeps the community front and center. Listen carefully to their insights, concerns, complaints, and needs and find creative, effective ways to participate in the dialogue. Harnessing the Power ofYour Community 8/21/2016 3Emailvision
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  Recognizing the Benefitsof Building a Social CRM Program •Boost customer retention •Generate leads •Turn leads into customers •Reduce support costs •Identify innovative ideas Clearing a Few Small Hurdles •Mitigating risks •Maximizing efficiency •Justifying ROI Seeing Social CRM in Action •E-commerce •B2B companies •Publishers and author •Entertainment and events •Real estate 8/21/2016 4Emailvision
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   Setting Policies Developing an Effective System  Monitoring of all key platforms  Content generation and distribution  Centralized data storage  Cross-functional team Choosing the Right Social CRM Technology •Technology capability •Must-have features •Analytics and reporting Training All Personnel •Training everyone in social CRM •Learning and evolving 8/21/2016 5Emailvision
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  Recognizing the DifferentChannels  Social media/networking  Direct channels Monitoring and Recording Interactions •Online •Offline Establishing a Social Presence on Different Channels •Maintain brand consistency across all social sites, including user name, look and feel, profile photo, and logo. •Create a compelling presence. •Provide official corporate contacts. •Add a personal touch by signing or initialing every post or message. Combining Channels •Publishing to multiple channels. •Integrating your blog with social networks. •Using social networking in tandem with email •Teaming up Twitter and Facebook. •Combining direct contact with online efforts. 8/21/2016 6Emailvision
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  Grasping the Conceptof Social Media Campaigns A social media campaign takes a funnel approach to connect with and usher new and prospective customers through the stages of the sales cycle from awareness to purchase. 8/21/2016 Emailvision 7 Picking a theme for your campaign •The nature of your business, brands, and products. •The social environment and what it offers, such asYouTube for video sharing or tweeting during live events. •Your overall corporate strategy. •The nature of your business, brands, and products. Setting measurable goals What do you hope to accomplish with this campaign? How does this campaign align with the organization’s overall goals?
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  Choosing a fittingcampaign type  Engagement campaign- Engagement campaigns are geared to spark a specific reaction or response.  Informational campaign- An informational campaign keeps customers and community abreast of new products, awards, company and industry news, and so on.  Promotional campaign- Promotional campaigns are best for spreading the word about weekend sales, limited offers, contests, signups.  Transactional campaign- A transactional campaign incentivizes users to make a purchase through the use of coupons (online or offline), promotional codes, and similar offerings. 8/21/2016 Emailvision 8 Launching and tracking campaigns from start to finish Create content. Distribute content to all key social sites. Monitor and manage user interaction to build relationships with influencers and amplifiers. Gather and analyze feedback and statistics to develop actionable insights. Implement changes based on insights.
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   Using SocialCRM for Lead Generation and Conversion  Engagement  Recruitment 8/21/2016 Emailvision 9
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  Reading the SocialCRM Dashboard Social CRM platform should enables you to monitor when, where, and how users respond to your messages and assess the effectiveness of your campaigns and other social initiatives. 8/21/2016 Emailvision 10 Typical metrics High-level metrics •Growth •Monetisation •Engagement •Retention Making Sense of the Facts and Figures •Lead generation •Conversion •Membership •Member activity •Mentions •Content and virality
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   Embrace aSocial Culture  Hire the Right People andTrainThemWell  Strategize and Systematize  Budget Carefully  Go with the Best SocialCRMVendor on the Market  Track KeyWords  MeasureWhat Matters  KeepYour Eyes onYour Customers  Do MultichannelCampaigns  Start Now and Fine-Tune Later 8/21/2016 Emailvision 11
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  Thank you  8/21/2016Emailvision 12