Social CRM
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Social CRM: what does it actually look like?

Social CRM: what does it actually look like? | Social CRM | Scoop.it
The more digital we become (define and measure that how you will), the more advantage we can gain from being ‘human’ in our communications and sales approach. (#Social #CRM: what does it actually look like?
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Social CRM can Help Your Business Grow

Social CRM can Help Your Business Grow | Social CRM | Scoop.it
If your business is not on the internet yet, it should be and you should be using social CRM to connect with your customers.
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CRM How-to: Tactics on Marketing/IT alignment, database strategy and integrating social media data

CRM How-to: Tactics on Marketing/IT alignment, database strategy and integrating social media data | Social CRM | Scoop.it
Customer relationship management, by its very name, is much more than the CRM software piece regularly used by Sales.
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Starbucks Ups the Stakes in Battle Over Wireless Charging

Starbucks Ups the Stakes in Battle Over Wireless Charging | Social CRM | Scoop.it
In expanding its test, Starbucks is bringing wireless charging to more customers -- and also potentially shifting the balance of power in an ongoing standards battle.
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Ways You Need To Beef Up Your Social CRM Program

Ways You Need To Beef Up Your Social CRM Program | Social CRM | Scoop.it
Like every good marketer, you probably have an active social media marketing plan aimed at connecting with customers and attracting prospects. No doubt, you’ve collected friends, followers and likes on Facebook, Twitter and other platforms.
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Connect, Engage, and Convert Your Customers with Social CRM -

Connect, Engage, and Convert Your Customers with Social CRM - | Social CRM | Scoop.it

To cater for the need to engage across digital channels, CRM has evolved to meet this need, with the concept of Social CRM introduced. With the help of social CRM, you can connect, engage, and convert your customers in ways you never even thought possible before. Traditional CRM was about optimising internal processes within the sales, service and marketing teams, whereas social CRM extends beyond an organisation’s boundaries to encompass customer interactions and conversations in new digital channels.

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Are You Managing Change Or Leading It?

Are You Managing Change Or Leading It? | Social CRM | Scoop.it

In the abstract, we accept the reality of change, but in practice we regard it like the medicine we know we need, but don’t want to take.  And knowing change is inevitable doesn’t make the pill any sweeter.


Via Karl Wabst
Wired2Cloud's insight:

Don’t just manage change – lead it

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Karl Wabst's curator insight, June 19, 2013 7:51 PM

The article contains familiar themes to anyone who is involved in change. Maybe saying it in new ways at different times will resonate with more people.

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Provide Social Customer Service for the Right Reasons - SoCoCare

Provide Social Customer Service for the Right Reasons - SoCoCare | Social CRM | Scoop.it
TYVM 4 RT @inContact! Social Customer Service for the Right Reasons: http://t.co/B3B4OunttA | #custserv #scrm #socialcrm #cctr #socialmedia
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Connect, Engage, and Convert Your Customers with Social CRM -

Connect, Engage, and Convert Your Customers with Social CRM - | Social CRM | Scoop.it
There are many necessary ingredients that a company needs to have if it expects to be successful in the industry...more...
Wired2Cloud's insight:
Get hold of people across a broad range of customer facing departments when assembling your social CRM team. These people should consist of employees from all involved departments, and should have an executive sponsor who will be in charge of the success of the project.

Be consistent in your ‘company voice’ when interacting in social media channels. Take note and keep track of all social media accounts that your company currently maintains. Moreover, it would be a good idea if your team comes up with a style guide that you should follow when it comes to making online posts and messages.

Prepare yourself for possible problems via an effective disaster plan. Because it is the World Wide Web you will be dealing with, where you don’t have full control over customer conversations, there will always be instances of negative engagement. You should train your employees on how to properly respond to negative feedback and comments.

In this digital age, effective online communication is essential to creating and fostering a positive relationship with your customers. Continuous training for all the members of your social CRM team is crucial to improve how they converse and interact on the World Wide Web.

Maintain an active presence on the Web by continuing to monitor prospective and existing customer conversations and activities across various social media networks. Keep in mind that a simple mention on Twitter by a satisfied customer would boost your brand’s image in a great way.

A quick response time to customer issues and concerns is also imperative. Whether it is a positive or a negative issue, your team should be quick on its feet to acknowledge it or address it.
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Is your data in the cloud safe? | CustomerThink

Is your data in the cloud safe? | CustomerThink | Social CRM | Scoop.it
Is your data in the cloud safe? http://t.co/2E9dQcJYKK #scrm
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Strategy for Social Engagement and Monitoring - social relationship management

Strategy for Social Engagement and Monitoring - social relationship management | Social CRM | Scoop.it

The debate surrounding the validity, longevity, and value of social media has given way to a spirited discussion as to how companies glean insight from social media and leverage it across the organization. A concept gaining traction is to extend traditional customer relationship management (CRM) to include social relationship management (SRM).


Via Bonnie Hohhof
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10 Steps to Successful Social CRM

10 Steps to Successful Social CRM | Social CRM | Scoop.it
Customer relationship management (CRM) is integral to the long-term success of a company.
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How Market Leaders Accelerate Executive Leadership Development

How Market Leaders Accelerate Executive Leadership Development | Social CRM | Scoop.it

Who owns talent? Does it belong to the department that directs its daily activities? To the organization as a whole, to deploy and re-deploy as it sees fit? To the individuals themselves who can take it to a competitor? If your company's culture is mired in silo-think, it can sabotage the development of executives and impede profitable growth.


Via Karl Wabst
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Karl Wabst's curator insight, June 19, 2013 4:17 PM

Organizational change is being driven by new economic and market conditions. This is not new. What is new are the importance of new communications driven by technology, and the evolution of the social customer.

 

In the old days, maybe 25 years ago, military inspired command and control thinking dominated how companies were structured. That thinking emphasized centralized control and compartmentalization.

 

Firms were divided along departmental lines. The company was “us.” Customers were “them.” Internal communications were controlled by protocol focused on rank or hierarchy, not efficiency or effectiveness in meeting customer needs. This produced internally focused organizations with a parental mindset.

 

Customers were like children. Employees were viewed in a similar light. Both groups received guidance, products and services deemed appropriate by the company.

 

Global communications, thrown into high gear by the evolution of the Internet, changed the landscape. Adoption of new communications methods has changed our ability to do business with businesses in far-flung locations. New markets were opened to billions of people overnight. Companies that cannot respond are swallowed or driven to extinction.

 

Social business thinking is a response to the communications revolution. It emphasizes speed and customer-focus. Internal resources work across siloes to focus on customer experience, not internal politics.

 

Employees are empowered. Control of decisions and data are moved to the edge of the company to provide faster response. Employees have to adapt to new ambiguous roles. They are more accountable for their decisions. They have to think about, and drive their own career development.

 

Customers have a voice and work with the organization to identify feature improvements, solve problems, improve quality, and targeting of needs and wants.

 

Many companies are in transition between corporate structures modeled on hierarchical military organizations and flatter structures. The new models emphasize response to current and future global economic, market conditions and the evolution of the social customer. Talent management strategies are changing as a result. Read this report for the latest findings from the Institute for Corporate Productivity (i4cp).

Wired2Cloud's comment, June 19, 2013 11:46 PM
A good read for managers and leaders...
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Social CRM: Businesses and Customers | Wired2Cloud

Social CRM: Businesses and Customers | Wired2Cloud | Social CRM | Scoop.it
Through Social Customer Relationship Management (CRM), you can communicate with and engage these modern consumers in ways that appeal to their contemporary demands and lifestyles.
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