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Social CRMPutting the Customer First
Johan Sammy
Your BusinessSo, What’re Your Current Challenges?
Sustainability
Control ?•Conversation•Brand Image
Customer•demands•Expectations
Competition
Your BusinessMy Customers are different…
Knowledge Vocal
Demand Loyalty
The Customer
The Customer changed because of a social change in the early part of the millennium. The Customer seized control of the business ecosystem.
Your BusinessAm I Meeting My Customer Expectation?
Your BusinessBrand Awareness & Business Image
Your BusinessSocial Media or CRM? It’s all about…
Social CRMCreating a Customer Voice Platform.
CRM Social CRM
Customer Service Representatives
ROLES All Employees Engage
Process-centric FUNCTION Conversation-centric
Contact Management APPROACH Community Management
Well-Defined CHANNELS Dynamic & Evolving
Periodic Connection VALUE Sustained Customer Engagement
Simple Transactions MODEL Complex Relationships
Social CRMPutting it all together!
Social CRMPutting ‘em All Together!
Social CRMWe Put ‘em Together.
• Social Profiling• Business Knowledge• Customer/Business-centric Approach• Social CRM Expertise• High Availability• Co$t-Effective
Social CRM
Taking Ownership of the customer’s conversation!
Business Strategy
Business RulesWorkflowProcesses
Technology
AvailabilitySocial Media PlatformsDesign
Stakeholders
Management & StaffCustomersVendors
Trusted &
Transparent Business
Environment
The Conversation
Social CRMTypical Social Media Response
Social CRMYour Customer “Like” Response
SustainabilityMy Customers are out to get me!
“… More than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value. Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure.”
~ Gartner Group
Social CRMPutting your Customers First!
Thank You !