Social CRM
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Social CRM
Best practices and foibles in the evolution of social (more transparent + fluid) customer relationship management.
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Social Customer Service [Infographic]

Social Customer Service [Infographic] | Social CRM | Scoop.it
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How to Maintain Traditional Customer Service in the Social Media Age

How to Maintain Traditional Customer Service in the Social Media Age | Social CRM | Scoop.it

Social media requires you to track a new set of customer service metrics. Learn how to balance social and traditional customer service channels.

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Emilee Farnes's curator insight, July 1, 2016 9:32 AM
The fast pace reaction time by customers to posts on social media must cause companies to adapt to the fast pace processing time that is needed when using social media. Word-of-Mouth communication is now prevalent within responses that are intended for a brand representative to respond to. If the social media brand rep is not timely in response to their posts they may find that other social media users have given responses before they are able to include a response. Customer service within a social media platform may be compromised if the balance of response of brand representative to an outside user is not towards the brand.  
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Designing CEO Pay to Drive "Good" Behavior

Designing CEO Pay to Drive "Good" Behavior | Social CRM | Scoop.it

If CEOs are going to operate for stakeholder value — rather than just for shareholder value — then their pay ought to be structured in a way that supports them doing so.

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14 Leading Social CRM Applications

14 Leading Social CRM Applications | Social CRM | Scoop.it

Companies should align their social CRM strategies with existing CRM implementations, said Ray Wang and Jeremiah Owyang of the Altimeter Group in a report last year. "Social CRM does not replace existing efforts -- instead it adds more value," they wrote.

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Social CRM Case Study: Netflix Vs. Blockbuster

Social CRM Case Study: Netflix Vs. Blockbuster | Social CRM | Scoop.it

Netflix, Inc., the provider of online video streaming and DVD by mail service seems to have misjudged the negative impact of price increase and other service changes they announced “unilaterally” this summer and as a result dissatisfied customers have leveraged social media tools to express their disapproval (for more, read this).

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Parsing the Data and Ideology of the We Are 99% Tumblr

Parsing the Data and Ideology of the We Are 99% Tumblr | Social CRM | Scoop.it

One of the most fascinating things to come out of the current We Are 99%/Occupy Wall Street protests is the We Are 99% Tumblr. At the site, people hold up signs that explain their current circumstances, and it tells the story of a whole range of Americans struggling in the Lesser Depression.

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Seven truths about online influence

Seven truths about online influence | Social CRM | Scoop.it
Maddie Grant’s take on the complex question of how to measure influence.
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Testing Eurostar’s Social CRM: A Learning Curve

Testing Eurostar’s Social CRM: A Learning Curve | Social CRM | Scoop.it
I think we all remember the ordeal of the Eurostar passengers who got caught in the tunnel under the Channel between the UK and France in December 2009. A whole night trapped in there. At that time, the customer service of Eurostar took a threshing for the mal-use (if that’s not a word, it should be unstated as one!) of Twitter and the media didn’t give the train company much of a chance either.
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An Impromptu Interview with #RamonWOW

An Impromptu Interview with #RamonWOW | Social CRM | Scoop.it
Ramon De Leon's Domino's Pizza store is a modern legend - not just in the social space but for the city of Chicago's actual inhabitants. Ordinary people come in just to say hi. They tweet when they drive by. They get excited about meeting THE #RamonWOW (@ramon_deleon) in person.

It's not hard to see why.
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5 Social Media Strategies to Expand Business

5 Social Media Strategies to Expand Business | Social CRM | Scoop.it
If you’re a business owner, you know that working harder doesn’t necessarily mean better results – what if you’re working hard on the wrong thing?

Sometimes the remedy is working smarter. Here are a few small changes you can make to your social media approach that can propel your social media results from lukewarm to smoking hot.
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Five ways to deal with customer complaints via Social Media

Five ways to deal with customer complaints via Social Media | Social CRM | Scoop.it
You suck!

No you don’t suck...

But what if someone said that either you or your business did!?! Online no less!
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FEMA Blog: Social Media + Emergency Management: Talking with Tech Leaders on the West Coast

FEMA Blog: Social Media + Emergency Management: Talking with Tech Leaders on the West Coast | Social CRM | Scoop.it
"Yesterday I had a very productive day in California talking about social media, technology, emergency management, and ways to assist the public in getting prepared, by using the tools they use on a daily basis..."
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Get Satisfaction | Customer Community Software - Love your Customers.

Get Satisfaction | Customer Community Software - Love your Customers. | Social CRM | Scoop.it
Get Satisfaction is a social CRM tool that enables your customers to help each other out. You can also monitor and respond to more pressing or recurring issues.
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The mismanagement of customers loyalty

The mismanagement of customers loyalty | Social CRM | Scoop.it

This article aims to find a solution to avoid the waste of money represented by a mismanagement of loyalty, and tries to improve the use of loyal customers. I have tried to find solutions to define, as accurately as possible, who is loyal, and how to deal with such information.

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Doing the Right Thing and Self-Interest

Doing the Right Thing and Self-Interest | Social CRM | Scoop.it

CEOs must take two essential steps to fix the corporate system. They must first select the proper governing objective for their company and then gain the commitment of employees to serve that objective. In other words, the organization must do the right thing and doing the right thing must align with everyone's self-interest.

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Social Media CRM Faceoff: Radian6 vs. JitterJam

Social Media CRM Faceoff: Radian6 vs. JitterJam | Social CRM | Scoop.it

Tools that are consigned to the “social CRM” category are not all created equal. Different tools have a different purpose, focus, and strength.

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Are Nonprofits Using Social Media Effectively?

Are Nonprofits Using Social Media Effectively? | Social CRM | Scoop.it

Are nonprofits utilizing social media to engage folks? Organizations like the American Red Cross and the Wilderness Society sure are, but many nonprofits need to do a better job.

 

After taking a look at the Nonprofit Times list of 100 top nonprofits based on income, my team over at craigconnects checked out who was proactively and effectively utilizing social media in August and September of 2011.

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LinkedIn Acquires Social CRM Company Connected

LinkedIn Acquires Social CRM Company Connected | Social CRM | Scoop.it

LinkedIn has acquired Connected, a contact management start-up, the companies announced today, raising possibilities for a future LinkedIn CRM service.

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Barack Obama becomes first US president to host a Twitter town hall | Technology | The Guardian

Barack Obama becomes first US president to host a Twitter town hall | Technology | The Guardian | Social CRM | Scoop.it
President proves too verbose for 140 character format, issuing a 387 word reply to one tweeter...
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Cloud Computing is all About Self Service

Cloud Computing is all About Self Service | Social CRM | Scoop.it
Cloud computing is about services, but more specifically it is about self service. What people want more than anything from self service is speed and simplicity.
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This is the future of online customer service

As technology improves, it only stands to reason that the customer experience online will begin to mirror the best aspects of in-store interactions—in particular, the simple face-to-face talk with a salesperson who can show you products in real time.

Swedish agency B-Reel has taken a big step forward in this area by pioneering an online interface for telecom company 3 that lets customers and sales reps chat via a powerful new teleconferencing system.
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Fifteen Million Salespeople to Be Displaced by 2020, Predicts Sales 2.0 Conference Host

Fifteen Million Salespeople to Be Displaced by 2020, Predicts Sales 2.0 Conference Host | Social CRM | Scoop.it
Sales Dot Two Inc ... announced a prediction by conference host Gerhard Gschwandtner that, of the 18 million salespeople currently in the United States, fewer than 3 million will be needed by 2020.
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Customer Relationship Management: Social CRM - managing the accountability challenges for the customer interactions on social media

Customer Relationship Management: Social CRM - managing the accountability challenges for the customer interactions on social media | Social CRM | Scoop.it
"Enterprises need to start taking the social media transactions no lesser seriously than the regular customer engagement transactions when it comes to issues like privacy, response liabilities, customer identity theft, information misrepresentation etc. I recently came across various cases that clearly highlight the need for the same."
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Social CRM: The Future Starts Now

Social CRM: The Future Starts Now | Social CRM | Scoop.it
If you ever wanted a great Social Media Customer Engagement Case Study, you’ve found one – Royal Dutch Airlines KLM has launched a pilot program called KLM Surprise to show appreciation to their customers.
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