Friday Session #63: Monitoring, Managing or Customer Service

Monitoring,  Managing  or  Customer  Service    

by  Kim  Recour  

FRIDAY  SESSION  #63  

@Cleverwood  #FridaySession  

#  Types    

Monitoring  Tools    Social  Media  Management  

Tools    Social  CRM    

#Types  

#  Types    

Monitoring  Tools    Social  Media  Management  

Tools    Social  CRM    

#Features  

Monitor  your  brand  Online  &  Social  

Engage  with  your  

audience  

Insights  &  AnalyJcs  Online  &  Social  

Monitor  your  brand  on  Social  

Engage  with  your  

audience  

Insights  &  AnalyJcs  on  

Social  

Monitor  your  

keywords  on  Social    

Customer  Service  &  Engageme

nt  on  Social  

Insights  &  AnalyJcs  on  Customer  Service  

#  Types    

Monitoring  Tools    Social  Media  Management  

Tools    Social  CRM    

#Supported  

Monitor  your  brand  Online  &  Social  

Engage  with  your  

audience  

Insights  &  AnalyJcs  Online  &  Social  

Monitor  your  brand  on  Social  

Engage  with  your  

audience  

Insights  &  AnalyJcs  on  

Social  

Monitor  your  

keywords  on  Social  (&online)    

Customer  Service  &  Engageme

nt  on  Social  

(&online)  

Insights  &  AnalyJcs  on  Customer  Service  

#  Types    

Monitoring  Tools    Social  Media  Management  

Tools    Social  CRM    

#Examples  

Monitor  your  brand  Online  &  Social  

Engage  with  your  

audience  

Insights  &  AnalyJcs  Online  &  Social  

Monitor  your  brand  on  Social  

Engage  with  your  

audience  

Insights  &  AnalyJcs  on  

Social  

Monitor  your  

keywords  on  Social  (&online)    

Customer  Service  &  Engageme

nt  on  Social  

(&online)  

Insights  &  AnalyJcs  on  Customer  Service  

#  Types    #Benchmark  

#  Types    #Benchmark  

#  Types    #Monitoring  Tools  

Features  of  a  Monitoring  Tool      •  Monitoring:  Online  &  Social  Media    •  AnalyJcs  &  ReporJng    •  Dashboard  •  CollaboraJon    •  Publishing  &  Scheduling    •  Management  of  your  profiles    •  Key  Influencer  Mapping      

Monitor  your  brand  Online  &  Social  

Engage  with  your  

audience  

Insights  &  AnalyJcs  Online  &  Social  

#  Types    #Social  Media  Management  Tool  

#  Types    #Social  Media  Management  Tool  

Features  of  a  Social  Media  Management  Tool    •  Monitoring:  Social  Media  •  Management  of  your  profiles    •  Publishing  &  Scheduling  •  AnalyJcs  &  ReporJng  •  CollaboraJve    

Monitor  your  brand  on  Social  

Engage  with  your  

audience  

Insights  &  AnalyJcs  on  

Social    

#  Types                    #Social  Media  Management  Tool  

#  Types    #SocialCRM  

Features  of  a  Social  CRM  tool    •  Monitoring:  Social  (some  tools  offer  online  too)    •  Management  of  your  profiles    •  Link  to  exisJng  CRM    •  AnalyJcs  &  ReporJng  •  CollaboraJve        

Monitor  your  

keywords  on  Social  (&online)    

Customer  Service  &  

Engagement  

Insights  &  AnalyJcs  on  Customer  Service  

#  Types    #SocialCRM  

#  Types    #PickYourTool  

I  want  to  monitor  my  

brand  

Online  +  Social   Social  only    

I  want  to  engage  with  

my  customers  

I  need  a  lot  of  channels  

Facebook  &  TwiXer  will  

do  

See you next Friday Session

07/03/14

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