Social CRM For Brands

Social CRM Strategy – Why you need one?

Social CRM Strategy – Why it is so influential?

Social CRM Strategy - Components

Base

Communication

Mechanism

Customers

Insights

Step 1

Step 2

Step 3

Step 4

Step 5

Create

Define

Set-Up

Observe

Generate

Step 1 - Create Base

Base Strategy

Identify a specific, controllable marketing and/or customer care objective that social media can leverage

Based on your objective, develop a business case model to evaluate success

Be targeted and specific with your social media deployment

Step 2 - Define Communication

One-To-One Conversation with Customer

Identify & Engage Social Influencers

Put a face/name to responder

Social Media messaging is consistent

with brand image across media

Step 3 - Setup Mechanism

Right

Resources

Unified

Communication

User/Group

List Feature

Social CRM

Platform

Response TAT

User/Group List – Clients, Prospects who have considered you, Positive feedback from clients,

Desired clients or Influencers

Step 4 - Customers

Step 5 - Insights

Loyalty

Service TATCustomer Profiles

Trends

Behavioral

communication

Knowledge Base

Social CRM Strategy – How will it help you?