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Traditional CRM vs Social CRM [Infographic]

Traditional CRM vs Social CRM [Infographic] | SM | Scoop.it

What’s the difference between traditional CRM and social CRM? This is often the first question in the long and tricky process of “socialization” that many large organisations are currently experiencing.


Having listened to experts from American Airlines, IBM, VistaPrint, Peugeot, Everything Everywhere, British Gas, Expedia, Spotify and many more brands explaining their approaches to social CRM at recent Our Social Times conferences – I think we’ve got a pretty clear vision of how organisations should approach social customer engagement and the management, tools and processes they need to set in place around it.


With this in mind, we thought we’d publish an infographic to set out the key points of differentiation between traditional and social CRM. We hope it’s useful.


Via Roberto Nocera
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markobauman's curator insight, December 27, 2012 5:23 PM

Odlična infografika, ki prikazuje razliko med CRM in social CRM.

maurage christophe's curator insight, January 18, 2013 11:58 AM

Social CRM

Christian Burris's curator insight, May 4, 2014 10:53 AM

Great Infographic on CRM's.  I actually use both a traditional CRM and a Social CRM. 

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Do Social Marketers Really Know What Social Consumers Want?

Do Social Marketers Really Know What Social Consumers Want? | SM | Scoop.it

This article is from Brian Solis , and in collboration with Barnickel Design, they have created this infograph that clearly shows that there is a perception gap 

 

what customers want and what executives think they want.based on research from Pivot referring "The Perception Gap"


Jan Gordon: My commentary


Hopefully this article and findings will help to provide some clarity so marketers can begin to engage with their customers, in a way that is meaningful to them. Word of mouth spreads like wildfire and you'll want to make sure your business is listening, engaging and responding to their needs before someone else does.

 

Here are some highlights:

 

** 76% of marketers feel they know what their customers want yet only 34% have asked customers

 

**59% of social customers wish to engge businesses for buying insights and customer service respectively, on the contrary only 37% of marketers believe that these services re in demand by their customers

 

**Take a look at Actual Consumer usage VS marketers' perceptions of consumer usage on the infograph, there is definitely a gap in perception here

 

 mobile social apps 

 

**15% of consumers use them on Linkedin, marketers think it's more like 36. 7%

 

**twitter 35% useage - marketers perceive this to be 82%

 

 

 Daily deal  & coupon sites

 

**Facebook usage is 35%

 

**Marketers perceive this to be 56%

 

Selected by Jan Gordon covering "Curation, Social Business and Beyond"

 

Read full article and see infographic here: [bit.ly/MMPPdI]


Via janlgordon
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Molly Frances Sheridan's curator insight, May 13, 8:51 PM

I like this "vs" one because it is laid out differently than the one in the example. But sometimes it gets a little confusing to understand the comparison they're making so they could have explained better.