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There Is Only Human to Human | Social Media Today

There Is Only Human to Human | Social Media Today | Social Commerce | Scoop.it
Human beings are innately complex yet strive for simplicity. Our challenge as humans is to find, understand and explain the complex in its most simplistic form. This means you, marketers. Find the commonality in our humanity, and speak the language we’ve all been waiting for.
Amaté's insight:

"Businesses do not have emotion. People do.
People want to be a part of something bigger than themselves.
People want to feel something.
People want to be included.
People want to understand."

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How P&G’s mobile social strategy helps build its brands - Mobile Commerce Daily - Social networks

How P&G’s mobile social strategy helps build its brands - Mobile Commerce Daily - Social networks | Social Commerce | Scoop.it

reating mobile social campaigns that consumers can relate to on an emotional level and want to share with their social networks can help brands build awareness and loyalty, something Procter & Gamble has been doing successfully this year for a couple of its brands.

Amaté's insight:

“We find that in social media, brand ambassadors are more fickle or less loyal, and they’re more oriented around their own voice, versus the brand voice of the business,” said David Turner, CEO of Parallel 6, San Diego, CA. “Developing a strategy through social media needs to be thought out more critically, knowing there is a greater opportunity for backlash."

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Customer Experience Is More Important Than Advertising [Infographic] | CustomerThink

Customer Experience Is More Important Than Advertising [Infographic] | CustomerThink | Social Commerce | Scoop.it
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Zengage  put together this  infographic outlining the importance of customer experience and the impact that it has on getting new customers and keeping your customers happy.

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"Funnel" and "Lead" Aren’t Right for B2B

"Funnel" and "Lead" Aren’t Right for B2B | Social Commerce | Scoop.it
For B2B, the funnel model doesn’t make sense and you shouldn’t focus on individuals (leads). Instead, use a new model that covers all phases of a continuous, looping journey and track engagement of companies as your customers.
Amaté's insight:

There's now a new approach for B2B marketers called the Company Buying Journey, or CBJ for short.  More than 30 leaders in B2B digital marketing have worked together to develop a new approach based on research and learned through real-world experience.

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Social Selling to Generate Sales Leads | Social Media Today

Social Selling to Generate Sales Leads | Social Media Today | Social Commerce | Scoop.it

Eighty-seven percent of B2Bs are active on LinkedIn, making it the top social media site, followed by Twitter (80%), Facebook (80%) and YouTube (61%). Social media is important to not only keeping a close eye on your brand’s reputation, but also to identifying new sales opportunities and cultivating leads. 

Amaté's insight:

John Beverage suggests that the failure to be active on social media not only sets your business up for real-time vulnerabilities, but also causes your company to miss out on new clients. 

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Le Social CRM concrètement... Quoi ? Comment ? Ou ? - SocialMkg

Le Social CRM concrètement... Quoi ? Comment ? Ou ? - SocialMkg | Social Commerce | Scoop.it

Très souvent on lit sur des blogs (celui-ci compris) que les médias sociaux rapprochent les clients des sociétés, qu’ils favorisent les relations clients et permettent des conversations plus faciles entre entreprises et consommateurs....

Amaté's insight:

Florent Hernandez répondent aux questions :  Alors concrètement, comment cela se passe t-il ? Comment peut on faire de la SCRM ? Pourquoi ? Et sur quels canaux ?

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From CRM to the Customer-Managed Relationship

From CRM to the Customer-Managed Relationship | Social Commerce | Scoop.it
This article explores the shift from traditional customer relationship management (CRM) to more of a customer-managed relationship, where the consumer increasingly holds the power in business interactions.
Amaté's insight:

"Organizations need to adapt and put in place solutions that allow customers to orchestrate their own journey by leveraging the multiple touch points of their business. They can achieve this by recognizing the changing nature of CRM and by using solutions and practices that promote customer engagement, with an emphasis on meeting a customer’s needs at the time and in the manner that the customer prefers."

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The State of the Funnel in B2B Sales and Marketing

The State of the Funnel in B2B Sales and Marketing | Social Commerce | Scoop.it
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Craig Rosenberg's collection of opinions on funnels from sales and marketing experts.

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Building the social enterprise | McKinsey & Company

Building the social enterprise | McKinsey & Company | Social Commerce | Scoop.it

Why do so few companies capture the full value of social technologies? There’s no doubt organizations have begun to realize significant value from largely external uses of social. Yet internal applications have barely begun to tap their full potential, even though about two-thirds of social’s estimated economic value stems from improved collaboration and communication within enterprises.

Amaté's insight:

"Social technologies add the most value when they become central to the organization and complement existing processes. "

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Mobile CRM Is Slow to Take Hold

Mobile CRM Is Slow to Take Hold | Social Commerce | Scoop.it

Mobile here, mobile there, mobile, mobile everywhere—except in the CRM space. The workplace of the past has been steadily giving way to a new model, where, increasingly, employees are no longer tethered to their desktops but freely move from place to place. As evidence, this year International Data Corp. (IDC) expects vendors to ship more than 1 billion smartphones. Tablet sales are also skyrocketing: They are expected to reach 227.4 million units in 2013, 57.7 percent above 2012 shipment levels, according to IDC.

Amaté's insight:

CRM systems have largely been unaffected by this groundswell. Businesses have tried, typically with little to no success, to entice salespeople to rely on mobile solutions. Few contact center agents use mobile applications, a fact that may not change much even as the technology matures. Most corporations have done little to nothing when it comes to empowering consumers to service themselves via their mobile devices.

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Social Commerce – Adding Social Media To Ecommerce

Social Commerce – Adding Social Media To Ecommerce | Social Commerce | Scoop.it
Uniecommerce blog – Social commerce is an innovative platform to bring unique shopping through social media activities.

Via Thomas Faltin
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2012 Social Commerce Survey [Battery Ventures] | Pereg Ventures

2012 Social Commerce Survey [Battery Ventures] | Pereg Ventures | Social Commerce | Scoop.it
2012 Social Commerce Survey [Battery Ventures]. Posted on October 20, 2013. Purchasing Power Friends and Family Influence Buying Decisions.

Via Thomas Faltin
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Social Commerce: It's About The Experience, Not The Sale …

Social Commerce: It's About The Experience, Not The Sale … | Social Commerce | Scoop.it
A while back, we were hearing a lot about the concept of social commerce — or the ability to drive sales through social networks.

Via Thomas Faltin
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Mobile: The New Heart Of Digital Customer Experience | CustomerThink

Mobile: The New Heart Of Digital Customer Experience | CustomerThink | Social Commerce | Scoop.it

According to Econsultancy, the report highlights key digital trends, challenges and opportunities which marketers need to be aware of during 2014, and is based on a global survey of more than 2,500 marketers and internet professionals.

Amaté's insight:

Mobile is increasingly at the center of customer experience – and is rapidly becoming the initial point of contact for consumer and business customers, leading off the multi/cross channel experiences that are becoming the norm across industries and segments.

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Ichor drives customer loyalty via new mobile CRM program - Mobile Commerce Daily - Database/CRM

Ichor drives customer loyalty via new mobile CRM program - Mobile Commerce Daily - Database/CRM | Social Commerce | Scoop.it

Ichor Restaurant Group has upgraded to a mobile loyalty program to make it easier for consumers to earn and redeem points while also bringing in more frequent guests to restaurants.

Amaté's insight:

Ichor is leveraging Punch’s mobile CRM suite for all of its brands. Consumers will be able to accumulate points via the restaurants’ branded apps by purchasing food as well as playing games and answering surveys.

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What’s the True Size of the CRM Market? | CustomerThink

What’s the True Size of the CRM Market? | CustomerThink | Social Commerce | Scoop.it

The real successes are going to redefine the CRM market; kind of like Salesforce did over 10 years ago – only much differently. Unfortunately, new innovation will go hand in hand with a new definition of the market and the markets actual size (potential), not an annual figure put out by analyst groups.

Amaté's insight:

Platforms designed to help companies achieve true and repeatable business outcomes should be the future – and sustainable business outcomes will never be achieved through the sales department, the marketing department or the customer service department..

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Is Google Getting Into The Social CRM business?

Is Google Getting Into The Social CRM business? | Social Commerce | Scoop.it
iI amazes me how much a non-CRM company can teach the CRM industry about what’s really needed.
Amaté's insight:

Gene Marks argues that most of the CRM applications designed for small and medium sized companies (who are primarily my clients) are missing a simple, yet critical Social CRM functionality that Google is now offering.

 

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The Science of B2B Online Marketing [Infographic]

The Science of B2B Online Marketing [Infographic] | Social Commerce | Scoop.it

Circles Studio infographic details 6 essential components of an effective B2B online marketing program.

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Six social-media skills every leader needs | McKinsey & Company

Six social-media skills every leader needs | McKinsey & Company | Social Commerce | Scoop.it
Organizational social-media literacy is fast becoming a source of competitive advantage. Learn, through the lens of executives at General Electric, how you and your leaders can keep up. A McKinsey Quarterly article.
Amaté's insight:

"There’s a mismatch between the logic of participatory media and the still-reigning 20th-century model of management and organizations, with its emphasis on linear processes and control. Social media encourages horizontal collaboration and unscripted conversations that travel in random paths across management hierarchies. "

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Un guide complet sur le social CRM : les réseau...

Un guide complet sur le social CRM : les réseau... | Social Commerce | Scoop.it
Aujourd'hui, les réseaux sociaux révolutionnent le service et le support client. Ce mini-guide vous donnera un aperçu de ce nouveau paysage commercial.

Via Alexandre Fournier, Azzeddine Amiar
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5 Principles of Social CRM In Real Life

5 Principles of Social CRM In Real Life | Social Commerce | Scoop.it
Billy Cripe gives us 5 Principles of social CRM based on a real life scenario.

Via A.Busetti, Azzeddine Amiar
Amaté's insight:
Customer feedback flows to the most appropriate destinationResponses come from someone who mattersCRM conversations are based in mutual respect and understandingFollow-through mattersConsumers become brand ambassadors
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Stratégie de SCRM : les pièges à eviter | Contenu and Cie

Stratégie de SCRM : les pièges à eviter | Contenu and Cie | Social Commerce | Scoop.it

Le social CRM est l’usage des Médias Sociaux pour l’animation de la relation et de l’engagement client.

En règle général, c’est la notion de dialogue que l’on souhaite mesurer donc l’échange.


Via Catherine Godeloup Mahe, Azzeddine Amiar
Amaté's insight:

En règle général, c’est la notion de dialogue que l’on souhaite mesurer donc l’échange. L’objectif est de comprendre les attentes, envies et sentiments de l’internaute pour mieux communiquer avec lui. Contenu et Cie propose quatre pièges courants à éviter:

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7 Business Benefits Associated with Cloud-based CRM Services

7 Business Benefits Associated with Cloud-based CRM Services | Social Commerce | Scoop.it

The impact and the global market for CRM is said to be so strong that the world’s leading technology advisory firm, Gartner, recently stated CRM will be a market worth $36bn by 2017. This prediction also aligns with its analysis of new business scenarios built around what it terms the ‘Nexus of Forces’ – social, mobile, information, and cloud.

Amaté's insight:

Laura Abrar  reviews the business benefits associated with CRM web services

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How Social Commerce can Boost Online Store Sales – Designbeep …

How Social Commerce can Boost Online Store Sales – Designbeep … | Social Commerce | Scoop.it
Just as social media optimization is getting more and more important for digital marketers, social media is gradually becoming central to the strategy of ecommerce companies.

Via Thomas Faltin
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Rise of Social Commerce – Tangent MTW

Rise of Social Commerce – Tangent MTW | Social Commerce | Scoop.it
Social Advertising becomes Social Commerce. Creative ways to engage consumers in Social Commerce.

Via Thomas Faltin
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